Job Description: Develop a deep understanding of CVS Specialty processes and how customer service impacts a patient’s journey from order to reimbursement Help patients navigate complex billing and reimbursement processes Build trusting relationships with patients through meaningful and relevant conversation Manage difficult or emotional situations and respond promptly to patient needs with empathy and urgency Accurately document each interaction in the appropriate Revenue Cycle system Record, review, and follow up to resolve patient concerns Gather and examine patient information to determine eligibility for payment plans Meet call center metrics, including call volume and call quality Use technology to liaise with other CVS Specialty departments Provide an outgoing, enthusiastic, professional, and caring telephone presence Report potential trends to Leadership for review Requirements: 6 months experience in healthcare billing, reimbursement, collections practices, and/or infusion services Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel Effective written and verbal customer service skills Ability to work independently and on a team Ability to offer emotional support and empathy Flexibility with work schedule to meet business needs, including 8-hour work shifts from 8:00am–8:00pm EST, Monday–Friday Verifiable high-school diploma or GED required Preferred: 1 year experience in healthcare billing, collections practices, and/or infusion services Preferred: 1 year experience in pharmacy billing and reimbursement Benefits: Medical coverage Dental coverage Vision coverage Paid time off Retirement savings options Wellness programs Other resources supporting physical, emotional, and financial well-being CVS Health bonus, commission or short-term incentive program eligibility
