Inbound Queue Associate (Phoenix, Arizona)

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day. Position Summary The Inbound Queue Associate takes phone calls and faxes from providers (clinics, hospitals, and doctors), requesting prior authorization approval that is required for medical procedures prior to their initiation. As part of our non-clinical support team, you will be a key component in customer satisfaction and have a responsibility to make every contact informative, productive, and positive for our providers. In This Role, You Will

• Take inbound calls from providers in a call center environment.
• Perform data entry fax requests received from an inbound fax queue.
• Perform quality check authorizations submitted through a web portal.
• Assist callers from hospitals, clinics, facilities, and other health care providers to create and manage requests for medical services.
• Follow processes and guidelines to determine approved services that do not require a medical review, in accordance with the benefit plan.
• Complete special projects in accordance with business needs (i.e. return mail, member surveys, sorting, etc.).
• Promote and support quality effectiveness of healthcare services.
• Approve services that do not require a medical review in accordance with the benefit plan.
• Perform non-medical research, including eligibility verification and COB (Coordination of Benefits).
• Protect the confidentiality of member information while adhering to company policies regarding confidentiality.
• Use work-appropriate systems such as QNXT, ProFAX, and Propat.
• Perform sedentary work involving significant periods of sitting, talking, hearing, and keying.
• Maintain visual acuity, in order to perform close inspection of written and computer-generated documents.

Required Qualifications

• 1+ years of experience in a high-volume, health care call center environment.
• 1+ years of experience in data entry.
• Must reside within a commutable distance of Phoenix, Arizona.
• Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

• 3 years of experience in a high-volume, health care call center environment.
• Strong customer service skills, catering each interaction individually to those being assisted.
• Strong telephonic communication.
• Strong organizational and time management skills.
• Ability to multi-task proficiently.

Education

• High school diploma or GED

Anticipated Weekly Hours 40 Time Type Full time Pay Range The Typical Pay Range For This Role Is $17.00 - $28.46 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great Benefits For Great People We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 10/03/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Apply tot his job Apply To this Job