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Job Title :
Member Services Representative
Job ID :
Location :
AZ - Phoenix
Street Address :
4310 East Cotton Center Blvd. Suite 110
Category :
Customer Service
Description :
Job Description
Works with participants, prescribers and/or internal personnel relative to customer service concerns, requests and/or placing orders via telephone, email, and fax.Assembles comprehensive detail of events, identifies gaps in service and processes. Responsible for answering the request in a timely manner as wells as the properly detailed keeping of all records regarding any participant/prescribed interaction. Ability to work in a fast-paced call center work environment, problem-solving and troubleshooting skills. Ability to work under strict turn-around-times.

Required Qualifications
Review orders for payment queues/ payment issues and updating the systems with accurate information. Resolve tasks via PeopleSafe Resolution Manager and various database calls. Ability to work production queues via LINKS. Handles
inbound/outbound calls from participants and/or prescribers when needed to process order requests. Effectively defuse customer escalations and resolve issues with their prescription benefits utilizing the available resources, databases,
and references to perform the required task. Ability to research and investigate orders that cannot be identified in our database obtaining any necessary missing information. Partner with other departments for timely resolution of requests/inquiries to include pharmacy, shipping, customer care, finance, claims processing and eligibility. Following up on requests to ensure they were handled appropriately and in a timely manner. Assists in other queues outside of normal work area where cross-trained. Meets or Exceeds department performance standards including productivity, quality and attendance.

Preferred Qualifications
Responsive, reliable, and able to express assurance/confidence. Ability to express empathy and professionalism. PC skills in Windows-based applications. Advanced verbal/written communication skills. Team-oriented, customer service focused,
and able to identify process improvements. The position may require working an independently, with minimal direct supervision, trouble-shoot minor system issues and effectively use Office Communicator, email, chat and other business
social media.

High School Diploma or equivalent (GED) required; additional education and/or relevant training 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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Our culture

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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