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

With supervision, supports the overall operational effectiveness of Member Service Teams so all member experience metrics are achieved.  Partnering with management, supports member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers. 

Additional job responsibilities include:

• Assists member service representatives with their questions, provides resources and education.
• Resolves Member Web portal, contact us and voicemail inquiries within 1 business day.
• Reviews and resolves provider assignment issues on the gapping and overlapping report.
• Handles member service correspondence received through the Electronic Correspondence Handling System (ECHS)
• Engages with peers to ensure all responsibilities are completed timely.
• Handles escalated member service calls.
• Makes outbound calls to resolve member issues.
• Supports health plan to meet service levels by handling incoming calls as needed.
• Monitoring CMS/RTA on a supportive basis.

Required Qualifications

Member Service experience with Medicaid, using QNXT for call tracking and ability to work in a high production environment. 

Preferred Qualifications

Please review required qualifications above.

Education

High School diploma or GED.  (Associate's degree or equivalent experience.)

*This is an internal posting only, not for external candidates.*

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

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.  
 
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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 11/01/2024

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