Employer: CVS Health
Job Description:
The Medical Management Outreach Call/Survey Representative places outbound member survey calls that are predominantly routine in nature but may require deviation from standard scripts and procedures based on individual account situations. Utilizes system applications for data entry, tracking, information gathering and/or troubleshooting.
– Researches member files using a variety of systems and references to obtain appropriate background information used in conducting call surveys; answers questions and resolves issues related to survey calls.
– Meets outbound call goals and metrics.
– Records survey responses in the ONTrack and QNXT Databases. Ensures responses are recorded timely and accurately in the databases.
– Performs service recovery for the member, and documents actions taken and required follow-up to resolve situations.
– Escalates issues accordingly when further action requires secondary sources or more senior staff.
– Takes inbound calls when applicable/authorized.
– Coordinates with other departments according to indicated member needs.
– Triages calls as needed based on specific member responses to questions.
– Collects and provides data to management for root cause and issue resolution inquiries.
– Completes all required documentation in the database associated with survey input (including complaints, etc.).
– May participate in special project work for the Medical Management Department.
Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.16
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
– Must be bilingual- English and Spanish
-Proficiency in a web-based data entry platform is required.
– Experience in a production environment.
– Computer literacy and demonstrated proficiency is required in order to navigate through internal/external computer systems, and MS Office Suite applications, including Outlook, Word and Excel.
– Qualified candidates must be able to travel to the Phoenix office up to 10% of the time and have a valid AZ driver’s license, reliable transportation, and proof of vehicle insurance.
COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.
You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.
Preferred Qualifications
– Bilingual (English/Spanish); speaking/reading/writing.
– Customer Service experience in a transaction-based environment such as a call center or retail location preferred.
– Oral and written communication skills.
– Ability to maintain accuracy and production standards.
– Negotiation skills.
– Technical skills.
– Problem solving skills.
– Analytical skills.
Education
High school diploma or GED