Job Overview CVS Health is seeking a dedicated Customer Service Representative to join our remote team in the Eastern Standard Time (EST) zone. This full-time role offers the flexibility to work from anywhere, focusing on delivering outstanding support to our health plan members. As a key member of our customer experience team, you will assist individuals with inquiries related to prescriptions, insurance benefits, wellness programs, and more, contributing to CVS Health's mission of helping people on their path to better health. Key Responsibilities In this role, you will handle inbound calls, chats, and emails from members, resolving issues efficiently and empathetically. You will verify member information, process claims, educate on pharmacy benefits, and escalate complex cases to specialized teams. Additionally, you will document interactions accurately in our CRM systems, meet performance metrics such as average handle time and customer satisfaction scores, and participate in ongoing training to stay updated on health plan policies and procedures. Collaboration with cross-functional teams ensures seamless service delivery, while your proactive approach helps prevent future issues through clear communication and education. Required Qualifications Candidates must have a high school diploma or equivalent and at least one year of customer service experience, preferably in healthcare or call centers. Proficiency in computer systems, including typing speed of 35 WPM, is essential. You need reliable high-speed internet (minimum 50 Mbps download), a quiet workspace, and a Windows-based PC with webcam for virtual training and monitoring. Availability to work EST hours, including potential evenings and weekends, is required. Legal authorization to work in the U.S. without sponsorship is necessary. Skills Exceptional communication skills, both verbal and written, are critical for building rapport with diverse customers. Strong problem-solving abilities, active listening, and empathy enable you to de-escalate situations and provide tailored solutions. Technical proficiency with CRM software, Microsoft Office, and multiline phone systems is vital. Multitasking in a fast-paced environment, attention to detail for accurate data entry, and a customer-centric mindset round out the ideal skill set. Adaptability to shifting priorities and a commitment to confidentiality under HIPAA guidelines are also key. Company Info CVS Health, a Fortune 10 company, leads the way in transforming healthcare through integrated pharmacy services, MinuteClinic locations, and innovative digital solutions. With over 300,000 colleagues, we serve millions annually, emphasizing accessibility, affordability, and personalized care. Our remote-first culture fosters work-life balance while driving meaningful impact in communities nationwide. Benefits We offer competitive pay, comprehensive health insurance including medical, dental, and vision, plus a 401(k) with company match. Enjoy generous paid time off, holiday pay, employee stock purchase plans, and wellness incentives like gym reimbursements. Remote workers receive home office stipends, tech support, and parental leave benefits to support your well-being. Growth Opportunities CVS Health invests in your development with tuition reimbursement, leadership training, and clear career paths to roles like Team Lead, Supervisor, or specialized Health Advocate positions. Performance-based promotions, mentorship programs, and access to Aetna learning platforms empower you to advance quickly in a supportive environment committed to your professional growth.