CVS Health

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Client Support Representative

at CVS Health

Posted: 10/9/2019
Job Reference #: 1089038BR
Categories: Customer Service

Job Description

Job Description
The Client Support Representative I (CSR I) is the important first-line of contact for our clients, setting the tone for how they view our company and services; while providing them with the right information at the right time to help resolve member related issues and concerns. This is an entry level position into Client Support. A level I CSR is expected to professionally handle a high volume of complex inbound calls from clients to ensure that issues are resolved both promptly and accurately, and in a manner that clients are able to understand while thoroughly and efficiently gathering member information, assessing and fulfilling plan participant needs, and educating the client/member where applicable to reduce the need for future contacts. Mentoring /coaching and intensive oversight is provided throughout the first 6 months.

The CSR I may also handle a high volume of correspondence to include but not limited to emails, faxes and written letters that are to be resolved both promptly and accurately and in a manner that clients/members are able to understand. The CSR I will continuously evaluate and identify opportunities to drive process improvements that positively impact the client/member experience and are required to provide that feedback/follow-up to their supervisor for review. A CSR I must also be able to effectively handle client and resolve issues/complaints while consistently demonstrating behaviors that contribute to Client Supports achievement of service level goals. CSR’s work collaboratively with internal/external business partners to provide solutions for members, by taking responsibility for following through, and bringing outstanding issues to closure on the initial contact with the client. The CSR I promotes a positive team environment, continuously seeking opportunities for developing professional expertise that support the goals and objectives of the company

Required Qualifications
3+ years of experience in a complex, high-impact customer interfacing role

Preferred Qualifications
- PBM, retail, or healthcare experience
- Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy
- Strong oral, interpersonal, and written communication skills
- Ability to express assurance and confidence
- Demonstrates strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
- Proven ability to multitask and meet deadlines
- PC proficiency in Windows-based applications and strong internet skills
- Team-oriented with the ability to work effectively with others

High School Diploma or GED required
Bachelor's degree preferred

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!