About Us
CVS Health is a leading health care company that is dedicated to delivering enhanced human-centric health care for a rapidly changing world. Our purpose is to bring our heart to every moment of your health, and we strive to make health care more personal, convenient, and affordable. We are committed to delivering exceptional customer service and creating a positive experience for our members, customers, and patients.
Job Summary
We are seeking an experienced Health Concierge to join our team in a work-from-home capacity. As a Health Concierge, you will be the face of Aetna, providing targeted, personalized service to our members based on their unique needs, preferences, and understanding of Aetna plans, tools, and resources. You will handle customer service inquiries and problems via telephone, internet, web-chat, or written correspondence, and engage, consult, and educate members to help guide them along a clear path to care.
Key Responsibilities
- Provide exceptional customer service to Aetna members via telephone, internet, web-chat, or written correspondence.
- Engage, consult, and educate members based on their unique needs, preferences, and understanding of Aetna plans, tools, and resources.
- Utilize resources to assist customers in understanding components of the Aetna products, including claims, accumulators, usage and balances, and cost sharing.
- Answer questions and resolve issues as a "single-point-of-contact" based on phone calls, plan sponsors, PSS/ISO, members, and providers.
- Provide customized interaction based on customer preference and individualized needs, creating an emotional connection with our members.
- Anticipate customer needs and provide related information to answer unasked questions.
- Use customer service threshold framework to make financial decisions to resolve member issues.
- Educate and assist customers on various elements of benefit plan information and available services.
- Utilize all relevant information to effectively influence member engagement.
- Take immediate action when confronted with a problem or made aware of a situation.
- Take ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.
- Identify member needs beyond the initial inquiry by answering unasked questions.
- Resolve issues without or with limited management intervention.
- Provide education to members to support them in managing their health.
- Respond quickly to meet customer needs and resolve problems while avoiding over-committing.
Essential Qualifications
- Customer Service experience in a transaction-based environment such as a call center or retail location, 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 or equivalent experience.
Preferred Qualifications
- Experience working in the health and wellness industry.
- Knowledge of Aetna plans, tools, and resources.
- Experience with customer service threshold framework.
- Experience with claim status information, benefit coverage interpretations, and explaining plan eligibility.
- Experience with process improvement and quality reviews.
Skills and Competencies
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Strong organizational and time management skills.
- Ability to work independently and as part of a team.
- Strong customer service skills and ability to provide exceptional service to members.
- Knowledge of Aetna plans, tools, and resources.
- Ability to utilize customer service threshold framework to make financial decisions.
- Ability to provide education to members to support them in managing their health.
Career Growth Opportunities and Learning Benefits
We offer a range of career growth opportunities and learning benefits to help you develop your skills and advance your career. These include:
- Training and development programs to help you develop your skills and knowledge.
- Opportunities for advancement and career growth within the company.
- Access to industry-leading tools and resources to help you stay up-to-date with the latest trends and best practices.
- Opportunities to work with a diverse range of customers and stakeholders.
- Collaborative and supportive work environment.
Work Environment and Company Culture
We are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on our core values of:
- Heart: We put our heart into everything we do.
- Empathy: We understand and care about our customers and colleagues.
- Integrity: We do the right thing, even when it's hard.
- Respect: We value and respect each other's differences.
- Collaboration: We work together to achieve our goals.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of benefits to support your physical, emotional, and financial well-being. These include:
- Competitive salary.
- Medical, dental, and vision benefits.
- 401(k) retirement savings plan.
- Employee Stock Purchase Plan.
- Term life insurance plan.
- Short-term and long-term disability benefits.
- Well-being programs.
- Education assistance.
- Free development courses.
- CVS store discount.
- Discount programs with participating partners.
- PTO (Paid Time Off) or vacation pay.
- Paid holidays throughout the calendar year.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!
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