Customer Service Consultant - Aetna Answer Team: Delivering Exceptional Client Experiences in a Fully Remote Environment

Join the CVS Health Team: Transforming Healthcare with Heart

At CVS Health, we're driven by a singular purpose: Bringing our heart to every moment of your health. This purpose is at the core of everything we do, guiding our commitment to delivering enhanced, human-centric healthcare in a rapidly changing world. We're seeking a results-driven Customer Service Consultant to join our Aetna Answer Team, working in a fully remote environment. As a key member of our team, you'll have the opportunity to make a meaningful impact on the lives of our clients, delivering exceptional service and support.

Position Summary

As a Customer Service Consultant on our Aetna Answer Team, you'll serve as a single point of contact for client-facing inquiries, responding to a wide range of service requests and issues. This includes enrollment and billing, commissions, technical support, install/group administration, and other routine customer service inquiries. Your goal will be to deliver first-call resolution for 90-95% of inquiries, accurately identifying, researching, and resolving issues based on the initial phone call, letter, or email from the client.

Key Responsibilities:

• Respond to client service requests and issues, including enrollment and billing, commissions, technical support, and install/group administration
• Deliver first-call resolution for 90-95% of inquiries, accurately identifying, researching, and resolving issues
• Utilize process improvement and root-cause analysis methodologies to drive efficiency and effectiveness
• Develop technical acumen to effectively address client inquiries and issues
• Provide exceptional customer service, ensuring a positive client experience
• Collaborate with internal stakeholders to resolve complex issues and drive solutions

Requirements and Qualifications

Essential Qualifications:

• High School Diploma or GED equivalent required
• Prior call center experience
• Strong client-facing orientation
• Demonstrated exceptional customer service skills
• Demonstrated problem-solving skills
• Capability to develop technical acumen

Preferred Qualifications:

• Experience in use of process improvement and root-cause analysis methodologies
• Relevant experience in the healthcare or insurance industry

What We Offer

Competitive Compensation and Benefits:

We offer a competitive salary range of $17.00 - $31.30 per hour, depending on experience and qualifications. In addition to your compensation, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan and Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year
• Well-being programs and education assistance
• Free development courses and a CVS store discount

Work Environment and Culture:

As a fully remote role, you'll have the flexibility to work from anywhere, at any time. Our company culture is built on a foundation of heart, with a focus on:

• Empowering employees to make a difference
• Collaborating to drive solutions and innovation
• Delivering exceptional client experiences
• Embracing diversity, equity, and inclusion

Career Growth Opportunities and Learning Benefits

At CVS Health, we're committed to the growth and development of our employees. As a Customer Service Consultant, you'll have access to:

• Free development courses and training programs
• Opportunities for career advancement and growth
• Mentorship and coaching from experienced professionals
• Recognition programs and rewards for outstanding performance

Why Join Our Team?

If you're passionate about delivering exceptional client experiences and making a meaningful impact on the lives of others, we want to hear from you. As a member of our team, you'll be part of a dynamic and innovative organization that's transforming the healthcare industry. Apply today to join our team and start your journey with CVS Health!

Don't miss this opportunity to grow your career and make a difference. Apply now to become a Customer Service Consultant on our Aetna Answer Team!