Job Description

This position is work from home for candidates in CST and PST time zone only.

Health Concierge is the face of Aetna to provide targeted, personalized service based on a holistic view of the member, benefits, health information, and through engagement.

Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care.

Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing.

Answers questions and resolves issues as a single-point-of-contact based on phone calls, plan sponsors, PSS / ISO, members and providers.

Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest.

Fully understands the member's needs by building a trusting and caring relationship with the member. Anticipates customer needs.

Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.

Uses customer service threshold framework to make financial decisions to resolve member issues.

Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.

e., assistance with member self-service tools, Consultation Opportunities Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).

Utilizes all relevant information to effectively influence member engagement.

Takes immediate action when confronted with a problem or made aware of a situation.

Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.

Identifies member needs beyond the initial inquiry by answering the unasked questions.

Resolves issues without or with limited management intervention.

Provides education to members to support them in managing their health.

Responds quickly to meet customer needs and resolve problems while avoiding over-committing.

Other activities may include : providing claim status information, benefit coverage interpretations, and explaining plan eligibility.

Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals.

Initiates out-reach / welcome calls to ensure constituents expectations are met or exceeded.

Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and / or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction.

Partners with other departments to deliver client specific presentations.

Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service.

Works collaboratively with colleagues to deliver the best customer experience Seeks to understand the customer, including circumstances, problems, expectations and needs.

Asks probing questions to identify the underlying customer needs.

Appropriately transitions conversations to explore possibilities for extending customer interactions.

Guides members to the appropriate health resource Offers alternatives where appropriate.

Acts with the best interest of customer in mind and central to all interactions.

Collaborates with colleagues and co-workers to deliver a world class customer experience.

Serves as SME providing technical assistance when needed on call related issues, products, and / or system applications delivery matters.

May participate in preparation and presentation of client specific presentations.

May track and trend data.

Coaches, trains and assists in the development of call center staff, as required.

Participates in and / or leads special projects / initiatives addressing service issues, as necessary.

Provides technical or subject matter expertise concerning policies, procedures, and function-related applications / systems tools as needed.

Delivers internal quality reviews.

Provides appropriate support in third party audits when required.

Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Pay Range

The typical pay range for this role is :

Minimum : 17.00

Maximum : 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.

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

jobs.CVSHealth.com / benefits

Required Qualifications

Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

• Effective organizational skills and ability to manage multiple tasks.
• Effective communication skills, both verbal and written

Preferred Qualifications

See required qualifications

Education

High school Diploma or equivalent experience

Business Overview

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 BehaviorsTM 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.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services.

We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex / gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

JOB SUMMARY :

To be the primary interface between Freight Services, customers, sales, system operations and vendors. To provide quality customer service, while meeting company policies and procedures.

ESSENTIAL FUNCTIONS :

• Answering of phones professionally and timely.
• Answering and responding to e-mail requests timely.
• Turn quotes around within 30 minutes.
• Distribute customer / agent / station requests for follow up when needed.
• Other requests needing attention but not limited to; customer returns, alternate phone numbers, address changes, dock check requests, hard copy POD requests, third party pickup requests, trace note requests.
• Accurately complete entry of pickup / quote information.
• Ensure routing / dispatch is aware of any special instructions / cut offs.
• Tracking and tracing of shipments.
• Communicating to customers and sales regarding issues.
• Research of shipments for Corporate requests / reports.
• Research of shipments for Accounting requests / reports.
• Understanding TSA regulations.
• Support other departments when needed (routing, dispatch, inbound).
• Understand and accurately know how to use OAG, KSMS and other resources or tools provided.
• Completion of specific assigned duties / accounts.
• Able to work overtime and weekend on call rotations.
• Other duties assigned deemed necessary by the Customer Service Supervisor.

SKILLS / COMPETENCIES :

• Must be able to type accurately at least 35 WPM.
• Intermediate level Excel and Word.
• Excellent written and verbal skills.
• Ability to manage deadlines.

EDUCATION :

• High School Diploma or equivalent.
• Certifications, if applicable.

EXPERIENCE :

• 2-years basic customer service experience and or 2-years of industry experience.

Job Functions, Duties, Responsibilities and Position Qualifications :

Multi-tasking is your middle name. You’ve got great typing skills, a passion for solving problems, and a way of explaining things that helps people feel valued.

You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.

Join our team of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions.

Quality is in our DNA is it in yours?

This opportunity is full-time during first shift.

In this role, you will :

• Provide patients, clients, and the laboratory team with exceptional service right over the phone!
• Work in a call center environment.
• Process billing claims, analyze accounts, and help callers understand their charges.
• Champion safety, compliance, and quality control.

All you need is :

• High School Diploma or equivalent
• 1 year of experience working in a call center or in the laboratory
• Exceptional communication skills
• Top notch typing proficiency (at least 35wpm), including 10-key
• Ability to thrive in a fast-paced environment

Bonus points if you’ve got :

• Associate’s Degree or Medical Assistant training
• 2+ years of laboratory training or experience in specimen collection and processing
• Data entry experience in a production environment

We’ll give you :

• Appreciation for your work
• A feeling of satisfaction that you’ve helped people
• Opportunity to grow in your profession
• Free lab services for you and your dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) plus a company match
• A sense of belonging we’re a community!

We also want you to know :

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards.

Employees are expected only to access PHI when it is required to fulfill job duties.

Scheduled Weekly Hours :

Work Shift : Job Category :

Job Category :

Laboratory Operations

Company :

Clinical Pathology Laboratories, Inc.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

We are searching for a Customer Service Specialist to provide onsite client support for a financial services / insurance company in Henderson, NV.

This is a temp-to-perm position.

Responsibilities :

• Provide exceptional customer service and resolve customer concerns, internally and externally, through inbound / outbound calls and e-mails
• Support work groups by answering questions, providing information, and delivering exceptional customer service
• Document interactions consistently, accurately, and timely
• Educate customers, explore alternative products, and promote ease of working with the client
• Assist clients with registration and navigating the client's online systems

Requirements :

• A high school diploma or GED equivalent
• Demonstrated customer service and phone etiquette
• Basic computer skills, including internet use and Microsoft Outlook, Word, and Excel

OVERVIEW :

Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.

We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations.

We're looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

AFFIRMATIVE ACTION STATEMENT :

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.