Full-Time

Senior Customer Care Representative

Aetna Commercial

Posted on 10/23/2024

CVS Pharmacy

CVS Pharmacy

10,001+ employees

Retail pharmacy and healthcare services provider

Healthcare

Compensation Overview

$18.5 - $35.29Hourly

+ Bonus + Commission + Short-term Incentive Program

Junior, Mid, Senior

Company Historically Provides H1B Sponsorship

Remote in USA

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Customer Service
Requirements
  • 6+ Months experience as a CVS team lead on Aetna Commercial or experience handling and de-escalating member issues
  • High School or Equivalent
  • Strong oral, interpersonal, and written communication skills
  • Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy
  • Responsiveness to customers
  • Demonstrates strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
  • Demonstrates reliability and compliance with scheduling standards
  • Ability to express assurance and confidence
  • PC proficiency in Windows-based applications and strong internet skills
  • Team-oriented with the ability to work effectively with others
  • Customer service focused; ability to identify process improvements and to multi-task
  • Comfortable relating to customers in a patient, helpful way that demonstrates a genuine concern for improving the customer quality of life
  • Self-directed and the ability to problem solve in a positive, productive manner
  • Ability to positively deal with changes in a complex and rapidly changing work environment
  • Ability to apply the knowledge/skills learned in training to the day-to-day aspects of the job.
Responsibilities
  • Handling escalated calls and providing assistance to floor representatives with job knowledge and complex issues
  • Calmly and efficiently handling escalated callers and recommending options to resolve customer complaints
  • Creating a positive and supportive work environment for call center representatives
  • Contacting Account Managers when appropriate
  • Entering PBO's, creating mail tag requests, and other high level customer service functions
  • Being a subject matter expert at locating and utilizing resources in TheSource

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, beauty items, and general merchandise. CVS Health also functions as a pharmacy benefits manager, serving over 75 million plan members, and has a senior pharmacy care business that assists more than one million patients each year. This integrated approach allows CVS Health to deliver affordable health management solutions, improving access to quality care and health outcomes while aiming to reduce overall healthcare costs. Unlike many competitors, CVS Health combines retail pharmacy services with clinical care and pharmacy benefits management, positioning itself as a significant player in the healthcare sector with a commitment to enhancing people's health.

Company Stage

N/A

Total Funding

N/A

Headquarters

Woonsocket, Rhode Island

Founded

N/A

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • The availability of updated flu and COVID-19 vaccines at CVS Pharmacy and MinuteClinic locations nationwide positions the company as a key player in public health initiatives.
  • The Health Zones funding and collaboration with local organizations in Fresno highlight CVS Pharmacy's role in improving community health outcomes.
  • The introduction of a new store brand for snacks, beverages, and groceries could attract a broader customer base and increase in-store sales.

What critics are saying

  • The competitive landscape in the retail pharmacy sector is intense, with major players like Walgreens and Rite Aid posing significant challenges.
  • The expansion into grocery and snack products may dilute CVS Pharmacy's brand identity as a healthcare provider.

What makes CVS Pharmacy unique

  • CVS Pharmacy's integration of digital tools for scheduling vaccinations and accepting walk-ins offers a seamless and convenient experience for customers, setting it apart from competitors.
  • The company's Health Zones initiative, which focuses on community health and access to healthy food, demonstrates a commitment to social responsibility that goes beyond traditional pharmacy services.
  • CVS Pharmacy's recent launch of a new store brand for snacks, beverages, and groceries diversifies its product offerings, making it a one-stop shop for consumers.

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