Experienced Customer Service Representative – Delivering Exceptional Healthcare Experiences

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two interactions are ever the same? If so, we invite you to join our team at blithequark as an Experienced Customer Service Representative. As a key member of our customer service team, you will play a vital role in bringing our heart to every moment of our customers' healthcare experiences.

About blithequark

At blithequark, we are committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our purpose is simple yet powerful: Bringing our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, and our Heart At Work Behaviors support this purpose. We empower our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

Job Summary

As an Experienced Customer Service Representative, you will be the single point of contact for our customers, answering their questions, resolving their issues, and connecting them with additional services as needed. You will take ownership of each customer contact, seeking to understand their needs, anticipating their questions, and providing customized interactions based on their preferences and individualized needs. You will also educate and assist customers on various elements of benefit plan information and available services, guiding them to the appropriate health resources and offering alternatives where necessary.

Responsibilities

* Answer questions and resolve issues as a single point of contact based on phone calls from members, plan sponsors, and providers

• Take ownership of each customer contact to resolve their issues and connect them with additional services as appropriate
• Take immediate action when confronted with a problem or made aware of a situation
• Seek to understand the customer, including circumstances, problems, expectations, and needs
• Ask probing questions to identify the underlying customer needs
• Anticipate or identify member needs beyond the initial inquiry by answering the unasked questions
• Provide the customer with related information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.
• Provide customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest
• Fully understand the member's needs by building a trusting and caring relationship with the member
• Educate and assist customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities - Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.)
• Utilize all relevant information to effectively influence member engagement
• Provide education to members to support them in managing their health
• Guide members to the appropriate health resource. Offers alternatives where appropriate
• Acts with the best interest of the customer in mind and central to all interactions
• Documents and tracks all contacts, events, and outcomes with members using appropriate systems and processes
• Uses customer service threshold framework to make financial decisions to resolve member issues
• Resolves issues without or with limited management intervention
• Responds quickly to meet customer needs and resolve problems while avoiding over-committing
• Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility
• Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals
• Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded
• Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction
• Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
• Partners with other departments to deliver client-specific presentations
• Works collaboratively with colleagues to deliver the best customer experience
• Appropriately transitions conversations to explore possibilities for extending customer interactions
• Collaborates with colleagues and co-workers to deliver a world-class customer experience
• Serves as SME providing technical assistance when needed on call-related issues, products, and/or system applications delivery matters
• May participate in preparation and presentation of client-specific presentations
• May track and trend data. Coaches, trains, and assists in the development of call center staff, as required
• Participates in and/or leads special projects/initiatives addressing service issues, as necessary
• Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed

Requirements

* Customer Service experience in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate

• Effective organizational skills and ability to manage multiple tasks
• Effective communication skills, both verbal and written
• High School Diploma Required

Education and Training

* Onsite training in Blue Bell, PA for 19 weeks

• After successfully completing the training requirements, colleagues will move to work from home

Compensation and Benefits

* Salary: $17.50 per hour

• The typical pay range for this role is: $17.00 - $31.30
• 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

How to Apply

If you are passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. We look forward to hearing from you!

Application Deadline

We anticipate the application window for this opening will close on: 09/27/2024

Equal Employment Opportunity

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