Sr. Customer Service Rep- BH

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: 
*Available shift: 7:50 AM EST - 4:20 PM EST (Mon-Fri)

*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

Time Type

Pay Range

The typical pay range for this role is:

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. 
 

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.

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