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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

This is a fully remote position within the eastern time zone.

Training will be conducted virtually.

Training

+ Benefit and Eligibility training will be 9 weeks (NO PTO allowed during training); M-F 8:00am-5:00pm EST Only

+ Training class will be pulled back into training within 2 weeks from completion of Benefits and Eligibility for an additional 12 weeks for claims training

Permanent Schedule

M-F 8:10am-4:40pm

The role of the Customer Service Representative is to be a customer-focused by putting people first during every interaction, inspiring trust by being courteous, empathetic, and a service professional. Create simplicity by effectively using knowledge of plans, products, procedures, and systems to provide information and resolve issues, resulting in enhanced customer satisfaction and retention. The Customer Service Representative position is designed to join forces across Aetna’s window to our members, providers, physicians, and hospitals. As a Customer Service Representative, you must rise to the challenge with the image you project over the telephone and how you handle the caller’s situation is the public’s perception of Aetna. We provide a human connection when it is needed most.

Responsibilities

+ Answering questions and resolving issues based on incoming calls from providers.

+ Researching issues using multiple applications to assist providers

+ Providing customers with related information to answer the unasked questions , e.g. additional plan details, benefit plan details, provider self-service tools, etc.

+ Maintain department established performance metrics at a meets or exceeds expectations level

+ Working together as a team and applying the Aetna Core Values in day-to-day operations

+ Creating a Differentiated Service Experience

+ Demonstrating Service Discipline

Required Qualifications

+ Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

+ Strong communication and problem-solving skills

+ Strong computer navigation and typing skills -Ability to manage multiple tasks in a transaction / high volume-based environment

+ Familiarity with Microsoft Office products

+ Excellent customer service and critical thinking

+ This is a fully remote position. Candidate must be able to work independently and be comfortable with virtual training and communication methods.

+ Secure, private home office location where PHI/PII information is not visible or overheard by others.

+ High speed internet access (100 mbps or higher) and consistent, reliable connection is required.

+ Home office location must be set up with a direct connection to the router (Wi-Fi is not allowed). We provide a 6 ½ foot long ethernet cord, if the distance is further, you will be required to provide your own ethernet cable.

Education

High School diploma, G.E.D. or equivalent experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $28.46

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .

+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 09/01/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.