Customer Service Representative

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Summary:   Customer Service Representative (CSR) takes in-bound calls from providers, pharmacies, members, etc providing professional and courteous phone   assistance   to all callers through the criteria based prior authorization process. Certified Pharmacy Technicians   (CPhT)   are preferred and compensated based   experience .    CSR will also   assist   with other duties as needed to include but not limited to outbound calls, reviewing and processing   prior authorizations (PA) for members’ prescriptions   received via fax and e lectronic   PA   (ePA) ,   and   monitoring and responding to inquiries   through   department mailboxes .   Additionally, the CSR will support other   tasks as   assigned by the leadership team. This is a fast-paced position that requires   strong   attention to detail and   the ability to   multi-task   effectively .    Work Schedule(s) available:  We are seeking individuals open to working a   40 hour   shift/schedule anytime Monday -   Sunday   between 8am-9pm EST. You will be given a set schedule after training   based on business needs     Training : 12 weeks, Monday - Friday 7:00am - 3:30pm MST (100% attendance required)   Career Development Opportunities:   After training you will have the opportunity to earn a Certified Pharmacy Technician Certificate through an apprenticeship program. Responsibilities % Time* :   Effectively manage work volume by handling inbound calls/fax/ePA requests   utilizing   appropriate courteous   and professional behavior based upon established standards. 40%   Comply with   departmental, company, and federal requirements when processing all information to ensure accuracy of information being provided to internal and external customers. 40%   Communication with other internal groups   regarding   determination   status and results (seniors, pharmacists, appeals, etc). 10%   Identify   and elevate clinical inquiries to the pharmacist team as   appropriate . 10%     Required Qualifications :   One year of Customer Service experience   role handling and resolving a high volume of complex customer needs over the phone   and   d emonstrated   ability to deliver high-quality customer service.   Proficient PC skills, computer literacy, basic Google Suite skills, Windows-based applications like Windows, Microsoft Office, internet navigation, email   applications   and ability to navigate systems .     Strong   k eyboard skills   are   essential.   Must be able to multitask and   utilize   multiple system applications simultaneously.    Deliver confident and professional service to providers and internal partners.    Must be able to absorb presented information, display motivation, seek development and problem solve.    Remote Work Requirements:   Prior remote work experience.   Ability to obtain high-speed internet and hardwire equipment to router/modem.   Distraction-free and private remote work environment   required   as well as reliable dependent care during working hours.   Ability to provide own transportation for instances where on-site support is   required   for employees   located   within 50 miles of a physical CVS Caremark location/center.   Ability to   participate   in classroom-style remote training sessions.   An understanding of the   high level   of conscientiousness, professionalism, and reliability that is   required   in a remote work environment.     Preferred Qualifications :   Active Arizona