Behavioral Health- Inbound Outbound Que Associate

About the position

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.

Responsibilities
? Follows management-established procedures to execute routine business support tasks for core Inbound and Outbound communications functions, under general supervision.
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? Develops effective relationships with all team members to effectively progress daily communications to resolve issues and prevent delays in service or responses.
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? Handles Inbound and Outbound tasks in a manner that operates in full compliance with patient confidentiality policies and regulations.
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? Maintains accurate and complete documentation of member health information to minimize risk management, while adhering to all regulatory, and accreditation requirements.
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? Reviews requests for appropriate referral to medical services staff and approves services that do not require a medical review.
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? Escalates more complex customer/member inbound inquiries to management for more thorough follow-up and resolution.
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? Takes management direction to properly execute techniques, processes, and responsibilities according to established work area policies and procedures.
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? Documents all Inbound and Outbound phone details into the company database to ensure full collection of customer/patient needs and requirements.
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? Demonstrates active listening skills while handling customer/patient calls, also exerting compassion and understanding to gain customer/patient trust and loyalty.

Requirements
? High school diploma or up to 1 year equivalent experience.
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? 0-1 year of relevant work experience.
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? Working knowledge of problem solving and decision making skills.
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? 2 plus years of Customer Service Background.
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? 2 plus years of Call Center experience.

Nice-to-haves
? Familiarity with basic medical terminology and concepts used in care management.
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? 2-4 years experience as a medical assistant, office assistant or other clinical experience.
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? Effective communication, telephonic and organization skills.
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? Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members.
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? Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word.
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? Ability to effectively participate in a multi-disciplinary team including internal and external participants.

Benefits
? Affordable medical plan options.
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? 401(k) plan (including matching company contributions).
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? Employee stock purchase plan.
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? No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
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? 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.

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