Mar 25, 2020

Sr. Inbound Customer Service Representative

  • Professional Diversity Network
  • Monroeville, PA, USA
Full-Time Customer Service

Job Description

CVS Health

Job Description
CVS Health, a mail service Specialty Pharmacy in the Monroeville area, has an opportunity for a full time Lead Customer Service Representative in our Patient Billing Inbound Call Area. The Lead Customer Service Representative will support the inbound call representatives in handling all patient requests in an attempt to ensure timely and accurate account payment for outstanding balances while demonstrating excellent customer service to patients, healthcare professionals and insurance carriers.

Key Responsibilities of the Lead Customer Service Representative:

- Receive inbound calls from patients, and call escalations from representatives, with questions regarding bills received

- Provide excellent customer service to the patient by providing quick and accurate resolution

- Resolve patient issues that may have resulted from incorrect or incomplete information

- Work closely with all internal departments to address patient billing questions

- Prepare daily, weekly, and monthly reports of departmental metrics

- Provide leadership, guidance, and support to the Inbound Call representatives

- Assist with training

- Consistently monitor Phone Queues

Required Qualifications
One or more years of experience in a high volume inbound call center or customer service role
- One or more year(s) experience in Microsoft Office Suite: Microsoft Word, Excel, and Outlook

Preferred Qualifications
One year experience performing healthcare reimbursement, medical insurance or medical billing
- Customer service focus in a healthcare environment
- Ability to communicate with clientele in a professional manner; both verbally and written
- Proven effective customer service skills, and experience that shows ability to work in a team environment
- Ability to take data/information and form strong analysis to be provided to leadership
- Ability to navigate through multiple tasks simultaneously and prioritize based on importance while displaying strong attention to detail.
- Previous pharmacy/billing/AR experience

Verifiable High School Diploma or GED is required

Business Overview
It's a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation's premier health innovation company. Through our health services, insurance plans and community pharmacists, we're pioneering a bold new approach to total health. As a CVS Health colleague, you'll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.rj6.8LIdN.I.K



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