Call Engagement Specialist

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Job Summary:

The Call Engagement Specialist is responsible for managing inbound and outbound calls to enhance customer engagement and satisfaction. This role involves addressing customer inquiries, resolving issues, and providing information about products and services. The ideal candidate will have excellent communication skills and a customer-centric approach. This role is essential for ensuring that patients receive timely and effective care, enhancing overall patient satisfaction and healthcare outcomes. This is a fully remote position, work from home any state. The work hours are Monday- Friday 8am- 5pm in your time zone.

Responsibilities:

· Handle inbound and outbound calls in a professional and courteous manner.

· Engage with customers to understand their needs and provide appropriate solutions.

· Handle phone communications in a friendly and professional manner.

· Resolve customer complaints and issues efficiently and effectively.

· Provide detailed information about products, services, and promotions.

· Triage patients using targeted intervention business rules and processes to identify needed medical services/ programs.

· Maintain accurate records of customer interactions and transactions.

· Schedule and confirm appointments, follow up on cancellations and no-shows.

· Follow up with customers to ensure their issues are resolved and they are satisfied.

· Collaborate with other departments to address customer concerns and improve service delivery.

· Meet or exceed performance metrics related to call handling and customer satisfaction.

Qualifications:

· High school diploma or equivalent; a degree in Communications, Business, or a related field is a plus.

· Minimum 3+ years of experience in a healthcare/ medical customer service or call center role.

· Prefer 2 years' experience in managed care or population health.

· Excellent organizational skills.

· Proficiency in Microsoft Office Suite and electronic medical records (Epic).

· Ability to work effectively in high-stress environments and handle confidential information.

· Excellent verbal and written communication skills.

· Strong problem-solving abilities and attention to detail.

· Ability to handle high call volumes and work in a fast-paced environment.

· Proficiency in using customer service software and CRM systems.

· Empathy and patience when dealing with customers.

*Call Center experience is a plus

*Bilingual in English/Spanish or English/Vietnamese is a plus

Reporting Line: This role reports to Clinical Manager

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.