Client Support Specialist

Job Description
The Client Support Representative I (CSR I) is the
important first-line of contact for our clients, setting the
tone for how they view our company and services; while
providing them with the right information at the right time to
help resolve member related issues and concerns. This is
an entry level position into Client Support. A level I CSR is
expected to professionally handle a high volume of
complex inbound calls from clients to ensure that issues
are resolved both promptly and accurately, and in a
manner that clients are able to understand while
thoroughly and efficiently gathering member information,
assessing and fulfilling plan participant needs, and
educating the client/member where applicable to reduce
the need for future contacts. Mentoring /coaching and
intensive oversight is provided throughout the first 6
months.
The CSR I may also handle a high volume of
correspondence to include but not limited to emails, faxes
and written letters that are to be resolved both promptly
and accurately and in a manner that clients/members are
able to understand. The CSR I will continuously evaluate
and identify opportunities to drive process improvements
that positively impact the client/member experience and
are required to provide that feedback/follow-up to their
supervisor for review. A CSR I must also be able to
effectively handle client and resolve issues/complaints
while consistently demonstrating behaviors that contribute
to Client Supports achievement of service level goals.
CSR's work collaboratively with internal/external business
partners to provide solutions for members, by taking
responsibility for following through, and bringing
outstanding issues to closure on the initial contact with the
client. The CSR I promotes a positive team environment,
continuously seeking opportunities for developing
professional expertise that support the goals and
objectives of the company

Required Qualifications
3+ years of experience in a complex, high-impact
customer interfacing role

Preferred Qualifications
-PBM, retail, or healthcare experience
- Strong customer service skills, including courteous
telephone etiquette and professionalism; and the ability to
exhibit patience and empathy
- Strong oral, interpersonal, and written communication skills
Ability to express assurance and confidence
- Demonstrates strong analytical skills with the ability to
evaluate, develop, and deliver alternative courses of action
- Proven ability to multitask and meet deadlines
- PC proficiency in Windows-based applications and strong
internet skills
- Team-oriented with the ability to work effectively with
others

Education
High School Diploma or GED required
Bachelor's degree preferred

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.