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Job Title :
Senior Call Center Representative – Minute Clinic
Job ID :
Location :
RI - Cumberland
Street Address :
2100 Highland Corporate Dr
Category :
Customer Service
Description :
Job Description
The MinuteClinic Call Center Senior Coordinator will work as part of the MinuteClinic Patient Support team to support the team in responding to patient inquiries related to visits, treatments, services and insurance billing inquiries. You will be responsible for completing QA call monitors to assigned specialists to ensure MC quality standards are upheld and enforced according to HIPAA compliance and company guidelines. This includes live monitoring, scoring and identifying coaching and training opportunities.

In this job as a MinuteClinic Call Center Senior Coordinator, you will be responsible for identifying call driving trends, developing solutions and support for day to day operations. You will respond to supervisor escalations from specialists, practitioners, and other sources via telephone, email, social media, Better Business Bureau and the Executive team. You will be responsible for representing the call center in communicating and collaborating with related MC departments, including A/R, Payer Relations, Credentialing, and field management. You will also be responsible for offline tasks including patient refunds, medical records requests, legal subpoenas and addressing unresolved CRM's.

You will support and assist the leadership team with updating SOP's and training material as well as adding these updates to the SharePoint knowledge site. You will assist the leadership team with interviewing, on boarding, and training of new hires. You will assist the leadership team with monitoring and reporting Patient Support Specialists Aux code usage in the CMS Supervisor Application. Additionally, you will work with other areas within MinuteClinic to obtain the necessary information to resolve patient concerns while ensuring optimum levels of customer satisfaction by serving each caller according to CVS Health company vision, mission, and values.

The MinuteClinic Call Center operates 7 days per week; including holidays. Regular shifts will be Monday-Friday, 12-8:30 with rotating weekends and holidays.

Required Qualifications
- 1+ years of customer service experience, preferably in a high volume call center
- 1+ years of mentoring/leadership experience

Preferred Qualifications
- Experience with Electronic Medical Records and data entry
- Medical insurance verification and experience explaining coverage to patients
- Healthcare billing experience
- Inbound call center experience in a high-volume or fast-paced customer service setting
- Experience using Excel, Word, and Outlook in a professional or academic setting

Verifiable High School diploma or GED is required. Bachelors degree preferred.

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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CVS Health core values of Innovation, Collaboration, Caring, Integrity, and Accountability not only support our purpose of helping people on their path to better health for our customers and patients, but they also apply to how we support our more than 250,000 colleagues. You will find our culture at CVS Health, and our leaders encourage personal and professional growth.

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