Customer Service Consultant - Richmond, United States - CVS Health

CVS Health

Verified Company

Richmond, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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
ActiveHealth is dedicated to helping our members set goals and make choices which enable them to lead healthier lives. We provide education to make informed decisions and support to reach those goals.

Customer Service is the first point of contact, and we need energetic, compassionate people who are dedicated to helping our members understand all the resources available to them.

Primary functions performed are:

Educating members on their company sponsored incentives and reviewing progress towards meeting their incentives.
Assisting members with reporting their incentive activities and redeeming rewards for gift cards.
Answering member's questions about health notices they receive
Assisting Medicaid members with Health Risk Assessments
Educating identified members about programs available to them to promote wellness
Scheduling appts with our nurses and coaches or scheduling them in a group coaching event
Assisting members with portal questions (password resets, registering, navigation, filling out health assessments) and promoting the mobile app
Providing a positive member experience reflective of the CVS values.
Documenting outcomes for correspondence sent to both members and providers

We are a call center and connect with the members through inbound and outbound phone calls (add chat when applicable

The training is approximately six weeks from 9:00 am to 5:30 pm ET.

Post-training schedule can be discussed during the interview.

Required Qualifications

A personal High Speed Broadband internet connection required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is nonreimbursable by the company unless state law mandates it.
2 yrs. experience in a customer service call center environment where you supported inbound and outbound queues. Experience promoting programs or telephonic sales is preferred but not required. Averaged contacts per day
Keyboarding skills and able to type 45 WPM with 95% accuracy. You can provide an online test
Microsoft 360 (Outlook, Teams, One Drive)
Workforce management preferred but not required
Avaya One X or comparable telephonic software knowledge
Additional internal applicant requirements (status will be checked prior to an offer being made)
Scorecard rating of a 3 or higher
Acceptable attendance
No written warning or disciplinary action on file

Preferred Qualifications

Worked in a setting where there were contractual customer expectations, performance guarantees
Excellent communication skills both verbal and written
Experience supporting complex and nuanced work.
Experience working with Retiree, Medicare, and Medicaid population
Ability to discern key points to assist with problem resolution
Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.
Ability to follow direction, multitask and adapt to change
Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic troubleshooting skills)
Ability to learn in an online/telework environment

Education
High School Diploma or GED

Pay Range

The typical pay range for this role is:
$ $37.02

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 pr