Job Description:

• Develop a deep understanding of CVS Specialty processes and learn how customer service impacts a patient’s journey from order to reimbursement for services
• Helping patients to navigate complex billing and reimbursement processes to assure efficient and timely billing and reimbursement for services
• Build a trusting relationship with patients by engaging in meaningful and relevant conversation
• Manage difficult or emotional situations, responding promptly to patient needs, and demonstrating empathy and a sense of urgency when appropriate
• Accurately and consistently document each interaction in the appropriate Revenue Cycle system
• Record, review, and take next steps to follow-up and resolve patient concerns
• Gather and examine patient information to determine eligibility for payment plans
• Meet call center metrics that include call volume and call quality
• Use technology to effectively liaison with other departments across CVS Specialty
• Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone

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 but not limited to 8-hour work shifts from 8:00am – 8:00pm EST (Monday – Friday)

Benefits:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility