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CVS Health Care Customer Service Representative

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Job Summary

As a CVS Health Care Customer Service Representative, you will be the first point of contact for our valued customers, assisting them with inquiries related to their health care plans, prescription benefits, claims processing, and other services. This remote role requires strong communication skills, empathy, and a commitment to delivering outstanding customer experiences. You will play a vital role in supporting our mission to help people on their path to better health.

Key Responsibilities

  • Respond promptly and professionally to inbound customer inquiries via phone, chat, or email.

  • Assist members with questions regarding pharmacy benefits, prior authorizations, prescription refills, and claim statuses.

  • Accurately document customer interactions and update account information in the CRM system.

  • Resolve customer concerns efficiently while maintaining compliance with company policies and HIPAA regulations.

  • Escalate unresolved or complex issues to the appropriate department.

  • Educate members about CVS Health programs, tools, and digital services for self-service options.

  • Meet or exceed quality, performance, and customer satisfaction metrics.

Required Skills and Qualifications

  • High School Diploma or GED required; Associates or Bachelors degree preferred.

  • Exceptional verbal and written communication skills.

  • Strong listening, interpersonal, and problem-solving abilities.

  • Computer literacy with the ability to navigate multiple systems simultaneously.

  • High attention to detail and accuracy.

  • Ability to work independently in a remote environment.

Experience

  • Minimum of 1 year of experience in a customer service or call center role, preferably in the healthcare, insurance, or pharmacy industry.

  • Experience working with healthcare management systems (e.g., CRM, insurance databases) is a plus.

Working Hours

  • Flexible scheduling available: morning, evening, and weekend shifts.

  • Full-Time: 40 hours per week.

  • Part-Time roles also available (minimum 20 hours/week).

  • Some holidays may be required depending on business needs.

Knowledge, Skills, and Abilities

  • Knowledge of health insurance plans and terminology (e.g., copays, deductibles, prior authorization).

  • Ability to remain calm and professional in stressful situations.

  • Strong organizational skills with the ability to multitask in a high-volume environment.

  • Demonstrated ability to learn new processes and systems quickly.

  • Bilingual candidates (especially Spanish-English) are encouraged to apply.

Benefits

  • Competitive hourly wage plus performance bonuses.

  • Health, dental, and vision insurance.

  • Paid time off (PTO), holidays, and sick leave.

  • 401(k) plan with company match.

  • Tuition reimbursement and career development programs.

  • Employee wellness programs and telehealth services.

  • Exclusive CVS employee discounts.

Why Join CVS Health?

CVS Health is a purpose-driven company dedicated to improving the lives of millions. When you join our team, you become part of a culture built on compassion, innovation, and integrity. As one of the nations leading health solutions companies, we empower our employees to grow professionally, make a difference, and contribute to transforming the future of healthcare.

How to Apply

Ready to start your career with CVS Health?
Click the Apply Now button on our careers page, search for Customer Service Representative – Remote, and submit your application online. Be sure to upload your updated resume and complete the required assessments.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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