Transforming Healthcare through Personalized Customer Service
At CVS Health, our purpose is clear: to bring our heart to every moment of your health. We're committed to delivering enhanced human-centric health care that's both personal and convenient. As a leader in the healthcare industry, we're seeking a dedicated and compassionate Health Concierge Ops Specialist to join our team as a remote customer service representative for Aetna. If you're passionate about making a difference in people's lives and providing exceptional customer service, we encourage you to apply for this exciting opportunity.
About the Role
As a Health Concierge Ops Specialist, you will be the face of Aetna, providing targeted and personalized service to our members based on their unique needs, benefits, and health information. You'll engage, consult, and educate members on their plans, tools, and resources, guiding them along a clear path to care. This role requires a strong customer service background, excellent communication skills, and the ability to work in a fast-paced, dynamic environment.
Key Responsibilities
- Provide exceptional customer service via telephone, internet, web-chat, or written correspondence, resolving issues and answering questions as a "single-point-of-contact."
- Build trusting and caring relationships with members, anticipating their needs and providing customized interactions based on their preferences and individualized needs.
- Utilize resources to assist customers in understanding components of Aetna products, including claims, accumulators, usage, and balances, and cost sharing.
- Educate and assist customers on various elements of benefit plan information and available services, such as member self-service tools, Consultation Opportunities, Cost of Care Tools, and Natural Alternatives Program.
- Take immediate action when confronted with a problem or made aware of a situation, resolving issues without or with limited management intervention.
- Identify member needs beyond the initial inquiry, answering unasked questions and providing related information to support their health and well-being.
- Process claim referrals, new claim hand-offs, and escalate issues as appropriate through the system for grievances and appeals.
- Initiate out-reach/welcome calls to ensure constituents' expectations are met or exceeded.
- Partner with other departments to deliver client-specific presentations and coordinate efforts to successfully resolve service issues and develop process improvements.
- Collaborate with colleagues to deliver a world-class customer experience, seeking to understand the customer, including their circumstances, problems, expectations, and needs.
Essential Qualifications
To succeed in this role, you'll need:
- A high school diploma or equivalent work experience.
- Excellent communication skills, both verbal and written.
- Effective organizational skills and the ability to manage multiple tasks.
- The ability to work in a fast-paced, dynamic environment, with a strong customer service background in a transaction-based environment, such as a call center or retail location.
- A compassionate and empathetic approach to customer service, with the ability to build trusting relationships with members.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Customer service experience in a healthcare or insurance setting.
- Knowledge of healthcare benefits, plans, and terminology.
- Experience working in a call center or remote customer service environment.
What We Offer
At CVS Health, we offer a comprehensive benefits package, including:
- A competitive salary, with a pay range of $17.00 - $31.30 per hour.
- A full range of medical, dental, and vision benefits.
- A 401(k) retirement savings plan and Employee Stock Purchase Plan.
- Term life insurance, short-term and long-term disability benefits.
- Numerous well-being programs, education assistance, and free development courses.
- A CVS store discount and discount programs with participating partners.
- Paid Time Off (PTO) and paid holidays throughout the calendar year.
Training and Schedule
As a Health Concierge Ops Specialist, you'll undergo 17 weeks of training, from 7am-3:30pm PST, with no PTO allowed during this time. After training, your shift hours will range from 6am-8pm in your time zone, Monday-Friday, and may include weekends and holidays based on performance.
Career Growth and Development
At CVS Health, we're committed to helping our colleagues grow and develop in their careers. As a Health Concierge Ops Specialist, you'll have opportunities to:
- Develop your skills and knowledge in customer service, healthcare benefits, and insurance.
- Take on additional responsibilities and contribute to special projects and initiatives.
- Collaborate with colleagues and leaders to drive process improvements and deliver exceptional customer experiences.
Company Culture
At CVS Health, we're dedicated to creating a culture that puts our heart into caring for our colleagues and our communities. We value:
- Diversity, equity, and inclusion.
- Compassion, empathy, and kindness.
- Innovation, collaboration, and teamwork.
- Personal and professional growth and development.
Why Apply?
If you're passionate about delivering exceptional customer service, working in a dynamic and fast-paced environment, and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement - we value a great attitude and a willingness to learn above all.
Apply now and join our team of dedicated and compassionate professionals who are transforming healthcare through personalized customer service.
Apply Now