[Hiring] Health Plan Client Support Specialist - Representative l - PST or MST Preferred @CVS Health

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Role Description

The Health Plan Client Support (HPCS) Specialist – Rep I is an important first line of contact for our clients. Rep I’s set the tone for how clients view our company and services while providing them with the right information at the right time to help resolve member issues and concerns.

• Professionally manage a high volume of correspondence including phone calls, emails, and SalesForce cases from clients and internal partners.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the client/member experience.
• Work collaboratively with internal/external business partners to provide solutions for clients/members.
• Take responsibility for following through and bringing outstanding issues to closure on the initial contact with the client.
• Promote a positive team environment and seek opportunities to develop professional expertise.

Candidate must be in Pacific or Mountain Time Zone

Occasional need for scheduled overtime, weekend and holidays as determined by business need (Ex: “Welcome Season”)

Qualifications

• 3+ years of experience in a complex, high-impact customer interfacing role
• High School Diploma or GED required
• Bachelor's degree preferred

Requirements

• Effectively resolve issues while remaining calm and professional in emotionally charged situations.
• Able to effectively utilize resources such as company tools, databases, and/or references.
• Work collaboratively with both internal and external business partners to provide swift resolutions.
• Consistent performance that meets/exceeds established goals (Example: Attendance, Work Quality, and Personal Development).
• Entering data into SalesForce daily and meeting Salesforce performance goals.
• Self-audit of all communications and work completed is required.
• Utilizing spell-check and grammar check are required.
• Emulate CVS Health values of Innovation, Collaboration, Caring, Integrity, and Accountability.
• Utilize all available tools and resources including Microsoft Office, OneNote, Client Support work instructions, PeopleSafe, RxClaim, and the Source for continual improvement.
• Proficiency in pharmacy outreach campaigns and taking incoming client calls.

Benefits

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• 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.