Description
At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
How will this role have an impact?
As part of the Signify Health’s Member Engagement team, our Customer Service Team will act as a liaison between the Member Engagement team, health plan and affiliates, health plan members, and physician practices across the country. Customer Service Coordinators help improve the overall care coordination for members post-IHE. Primary areas of focus include: Outbound calls to members and medical facilities, scheduling Primary Care Physician (PCP) appointments, and interacting with members, clinicians, and doctor’s offices.
In this role, you will speak to both members of various Medicare Advantage and Medicaid health plans and healthcare providers nationwide, in addition to health plan employees as needed. Primarily by phone, this role will be multi-faceted and even include coordinating medical appointments between health plan members and physicians’ offices, tracking that data, and assisting the Member Engagement team to meet department goals for productivity, quality, and customer service. Data management, quality customer service, and providing feedback on areas for improvement are all critical to the success of this department.
Location: Remote
This role will report to a Member Engagement Customer Service Manager.
What will you do?
- Present a positive and professional demeanor to clients, health plan members, clinicians, and co-workers.
- Leverage multiple internal and external systems to facilitate member scheduling of appointments, and ensure smooth communication between health plan members, providers and Signify.
- Assist health plan members with coordinating a PCP connection following a health assessment.
- Meet all quality, customer service, and productivity goals set by the department (i.e., number of calls per day, appointments set per day, shift and attendance policy adherence, quality targets, etc.) in an office or remote environment.
- Must be able to utilize various regulated scripts approved by both clients & Signify.
- Follow internal scripts and processes, track data as requested by Management, and maintain accurate record notes on member files.
- Receive/enable warm transfers from within or outside the department, including clinician, doctors’ offices, and call center representatives.
- Follow departmental procedures when communicating with members.
- Handle additional tasks as requested by Management.
- Support business needs by conducting manual outbound calls and handling inbound phone calls, as well as receiving outbound calls placed by the telephony system as needed.
- Act as a subject matter expert for peer side-by-side coaching. Assist with training fellow employees.
- Accept constructive feedback and respond appropriately.
- Ability to work overtime and on-call as requested per Signify.
- Be responsible for the security and privacy of any protected health information accessed during normal work activities.
- Follow departmental procedures when communicating with members, clinicians, and physicians’ offices.
We are looking for someone with:
- A High School Diploma or two years of relevant work experience
- Previous appointment scheduling and/or call center experience (inbound and/or outbound) required
- High volume outbound calling experience (150 or more daily is ideal)
- Experience working with call center technology systems (phone, QA, WFM) highly preferred
- Experience with Salesforce, Five9 and Google Suite Apps
- Advanced understanding of call center or sales environment preferred
- Data-driven troubleshooting experience preferred
- Basic understanding of relational database functionality preferred
- Intermediate skills in MS Office, particularly Excel
- Fluency in speaking, reading, and writing English. Bilingual English/Spanish a plus
- Proven ability to prioritize and multitask
- The ability to work a set schedule
- Strong critical thinking, analytical, and data entry skills
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $28.46
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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit https://jobs.cvshealth.com/us/en/benefits
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
