Inbound/Outbound Queue Associate – Operations- Must reside in AZ

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.

Position Summary
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.

Required Qualifications:

• 10% travel required
  • Meetings in office required once a month
  • Must travel to the office if technical issues arise

– Must reside in AZ
– 1-2 years Proficiency in a web-based data entry platform is required.
– 1-2 years Experience in a production environment.

-1-2 years Phone Experience
-1-2 years 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.

Preferred Qualifications
-Bilingual Spanish

Education

High school diploma or GED
AA preferred

Pay Range

The typical pay range for this role is:

$17.00 – $27.90

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.  
 
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.