Job Summary

CVS Health is seeking a highly motivated and experienced Sr. Customer Service Representative to join our Healthcare Support team. In this role, you will be the first point of contact for our clients, providing exceptional service and guidance on healthcare-related inquiries. You will help ensure patients, providers, and members receive timely, accurate, and empathetic support. This role is remote and operates on Eastern Standard Time (EST), offering flexibility while maintaining a professional and collaborative environment.

Key Responsibilities

• Serve as a primary point of contact for members, patients, and healthcare providers, resolving inquiries efficiently and accurately.

• Provide guidance on pharmacy, insurance, and healthcare benefits, ensuring compliance with company policies and regulatory standards.

• Identify and escalate complex cases to appropriate departments when necessary.

• Document all interactions thoroughly in CRM and internal systems.

• Assist in process improvement initiatives to enhance customer satisfaction and operational efficiency.

• Maintain up-to-date knowledge of healthcare programs, products, and services offered by CVS Health.

• Collaborate with team members and leadership to achieve departmental performance goals.

• Participate in ongoing training to stay informed about healthcare regulations, policies, and system updates.

Required Skills and Qualifications

• Excellent verbal and written communication skills with strong attention to detail.

• Demonstrated ability to manage high-volume customer interactions professionally.

• Strong problem-solving skills with the ability to handle complex customer inquiries.

• Proficiency with computer systems, Microsoft Office Suite, and CRM tools.

• Ability to work independently in a remote environment while maintaining accountability.

• Empathetic and patient-centered approach to customer service.

Experience

• Minimum of 3–5 years of experience in customer service, preferably within healthcare, insurance, or pharmacy sectors.

• Experience in handling sensitive information and maintaining confidentiality (HIPAA compliance preferred).

• Proven track record of meeting performance metrics and customer satisfaction goals.

Working Hours

• Full-time position (40 hours per week)

• Remote work on Eastern Standard Time (EST) schedule

• Flexibility to accommodate occasional overtime or peak workload periods

Knowledge, Skills, and Abilities

• In-depth understanding of healthcare terminology, insurance, and pharmacy operations.

• Ability to multitask and manage competing priorities in a fast-paced environment.

• Strong analytical skills to identify patterns in customer inquiries and provide solutions.

• Ability to adapt to changing processes, tools, and customer needs.

• Strong interpersonal skills to foster collaborative relationships with team members and stakeholders.

Benefits

• Competitive salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• 401(k) retirement plan with company match.

• Paid time off, holidays, and wellness programs.

• Professional development and career advancement opportunities.

• Remote work flexibility with access to company-provided resources and support.

Why Join CVS Health?

At CVS Health, we are committed to improving lives through innovative healthcare solutions. Joining our team means making a difference in the lives of our customers every day. We value inclusion, diversity, and professional growth, providing a supportive environment where your contributions are recognized and rewarded. As a Sr. Customer Service Representative, you will be part of a team that embodies empathy, integrity, and excellence in healthcare support.

How to Apply

Interested candidates should submit their resume and a cover letter highlighting relevant experience via our official CVS Health Careers portal: www.cvshealth.com/careers
Please ensure your application clearly demonstrates your experience in healthcare support and customer service.