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.
Position Summary
The Customer Service Representative is a phone-based role. This person serves as a primary point of contact for long-term care residents, responsible parties, and facility partners. This role is responsible for providing exceptional customer support while ensuring billing accuracy, account reconciliation, payment processing, and compliance with company policies and regulatory requirements. The Customer Service Representative will work closely with customers to resolve account inquiries, verify billing and insurance information, and support organizational initiatives designed to enhance the customer experience and operational effectiveness.
Primary Responsibilities

• Serve as the primary customer support resource for long-term care residents, responsible parties, and facility staff regarding account inquiries and billing concerns.
• Collect, review, and verify account-specific information, including billing details, insurance coverage, payer information, and applicable coding.
• Update, maintain, and document customer account activities within designated work campaigns and servicing platforms.
• Review account status to verify accuracy, identify discrepancies, and take appropriate action to progress accounts toward resolution.
• Conduct outbound calls to customers, responsible parties, insurance providers, and facilities to reconcile account issues and resolve outstanding balances.
• Process customer payments accurately and perform follow-up activities to ensure proper posting and account resolution.
• Research and resolve billing questions, payment concerns, and account discrepancies in a professional and timely manner.
• Maintain detailed and accurate documentation of all customer interactions and account activity.
• Ensure compliance with all federal and state regulations, company policies, privacy standards, and departmental procedures.
• Participate in corporate campaigns, special projects, and strategic initiatives that support organizational goals and leadership-directed objectives.
• Collaborate with internal departments to resolve customer concerns and improve overall service delivery.
• Meet established performance, quality, and productivity standards while delivering a positive customer experience.
• Perform other duties as needed.

Required Qualifications

• 1+ year of experience in a high-volume call center environment.
• 1+ year of experience with health insurance billing, including Medicaid, Medicare, and/or Medicare Part D.
• 1+ year of experience in a remote, work-from-home environment.
• Demonstrated proficiency in working multiple systems simultaneously, as well as with Microsoft Office (Outlook, Word, Excel).

Preferred Qualifications

• Previous experience in a long-term care and/or pharmaceutical environment.
• Strong written and verbal communication skills.
• Demonstrated professional demeanor in all communications.
• Excellent attention to detail.
• Strong administrative and data entry skills.
• Ability to build relationships with customers and members.
• Excellent customer service skills.
• Strong problem-solving, investigative, and conflict-resolution skills.
• Associate's degree.

Education

• High school diploma or GED.

Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
The typical pay range for this role is:
$17.00 - $34.15
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.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
This fulltime position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial wellbeing of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.
Additional details about available benefits are provided during the application process and on Benefits Moments.