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* Overview: This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills. This role is a full time FTE position with CVS Health/Aetna and does not require a Health license to perform duties. Job Responsibilities: • Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business. • Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time. • Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood. • Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference. • Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning. • Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.) • Work effectively within a team and across the organization, to further the goals of the business. • Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching's etc. • Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication. • Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills • Other duties as assigned *Required Qualifications* Accountabilities: • Strong understanding of products, services, and processes offered by the company • Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics • Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' lives. • Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives • Displays empathy and resilience when dealing with our members who need help • Gains our members trust and respect by establishing and maintaining effective relationships • Attention to detail and excellent interpersonal skills • Discretion in handling and communicating sensitive information • Ability to manage multiple projects at once in a fast-paced environment • A positive attitude and willingness to do whatever it takes to get the job done *Preferred Qualifications* 4-year college degree • 2 to 3 years in a Customer Service capacity • Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude) • Adoptable to high pressure, achievement-oriented environment • High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone. • Bilingual in English,Spanish or Mandarin a plus *Education* 4-year college degree or equivalent experience *Pay Range* The typical pay range for this role is: $17.00 - $25.65This 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 provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit [jobs.CVSHealth.com/benefits](https://jobs.cvshealth.com/benefits) We anticipate the application window for this opening will close on: 05/06/2024
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