Care Participant Services Representative
CVS Pharmacy - Wilkes Barre, PA
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Job DescriptionThis position involves extensive member contact via the telephone. Handles inbound/outbound calls from participants and/or prescribers when needed to start and process order requests. Ability to research and investigate orders using Peoplesafe and LINKS. Research issues sent by Customer Care, Account Managers, internal customers and Quality Assurance relative to the customer service experience. Notifying requestor of decisions, changes, or other relevant information pertaining to request/inquiry. Responsible for researching and resolving payment issues. Call to offer a direct sale of medications to participants and posting payments to the proper account. Perform required transactions to complete mail order prescriptions. Follow through on standard operating procedures, problem-solving and troubleshooting within guidelines. Ability to work under strict turn-around-times.Required QualificationsPC skills in Windows-based applications. Advanced verbal/written communication skills. Team-oriented, customer service focused and able to identify process improvements. The position may require working an occasional Saturday and or Sunday shift Responsive, reliable and able to express assurance/confidence ∙ Ability to express empathy and professionalism. There may be the possibility of working from home depending on several factors including site location, employee performance, department need, as well as other criteria.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred QualificationsAbility to understand the audience you are writing toAnalytical problem-solving skills.Demonstrate strong research skills with the ability to evaluate, focus on the problem and find the resolution.Understand the importance of timely work and effective planning.The clear understanding of CVS/Caremark values and importance of customer satisfaction.Prioritizing and organizing workload in adherence to deadlines. Desire and aptitude to assist a customer with escalated concerns and provide final resolutions. Ability to respond to escalated concerns in a calm and professional manner in attempts to prevent further escalations. Ability to multi-task with strong time management skills.Navigation of LINKS and PeoplesafeEducationHigh school Diploma or GED requiredBusiness OverviewBring your heart to CVS HealthEvery 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
Created: 2024-09-07