Sr. Customer Service Rep- BH

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary: 
*Available shift: 11:40 AM EST - 8:10 PM EST (Mon-Fri with weekend coverage rotation needed)

*Schedules are subject to change at any time, with advanced notice provided”

-observe same holidays as organization

This role supports a mental health practice within CVS minute clinic. Key responsibilities will include handling inbound calls regarding scheduling requests for appointments with healthcare providers at CVS Health Hub and/or Minute Clinic locations. Will also include some outbound calls to clients to reschedule appointments and reminder calls. Admin tasks include managing provider schedules and patient needs. 

• Determines purpose of call by actively listening and 
interacting with callers.
• Assesses client’s needs; researches and articulately 
communicates information regarding pertinent Plan 
Sponsor services and resources.
• Recognizes crisis situations and evaluates for needed 
action to minimize risk and transfer appropriately for 
clinical assistance.
• Performs appropriate research in internal databases and 
online to identify potential providers and resources.
• Enters member information into the appropriate system 
to initiate the member record and documents comments 
and information thoroughly and professionally.

Team Member Support

• Actively works with other departments to meet member 
requests and needs.
• Assists team members with necessary activities to 
effectively respond to member inquiries about and 
requests for services.
• Communicates effectively with all internal stakeholders.
• Utilizes relevant databases to research and identify 
validated, appropriate member resources.
• Makes outbound calls as appropriate to identify and 
assist with securing member resources and/or services.
• Provides miscellaneous support functions including 
administrative support, follow-up calls, and other duties 
as assigned.

Required Qualifications: 
-1 year experienced in a social, psychological, or human service field providing client support. (Preferred)
-1 year experience in call center environment or Behavioral Health experience.

- Experience with Microsoft Office applications

Education: 
High school diploma or equivalent GED 

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

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.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS st