Provider Customer Service Representative id-18633
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 Answers questions and resolves issues based on phone calls/letters from providers.
Triages resulting rework to appropriate staff. Provide excellent customer services for high volume inbound provider calls for the Individual and Family Plan Exchange team. Extensive claims research on multiple platforms to assist providers with payment questions. Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, provider self-service tools, etc.
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Uses customer service threshold framework to make financial decisions to resolve provider issues. Explains provider's rights and responsibilities in accordance with contract. Processes claim referrals, new claim handoffs, nurse reviews, provider complaints, and provider grievance and appeals. Educates & assists providers on our self-service options. Assists providers with credentialing and re-credentialing and contracting questions and issues. Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming provider correspondence and internal referrals. Performs review of member and provider claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible. Work Hours - Schedule will be any time between the hours of 7am to 7pm local time.
Required Qualifications Familiarity with Microsoft Office products Excellent computer skills using multiple screens and systems to achieve results Experience in highly transactional call center environment Excellent customer service and critical thinking This is a fully-remote position. Candidate must be able to work independently and be comfortable with virtual training and communication methods. Secure, private home office location where PHI/PII information is not visible or overheard by others. High speed internet access (100 mbps or higher) and consistent, reliable connection is required. Home office location must be set up with a direct connection to the router (Wi-Fi is not allowed).
We provide a 6 ½ foot long ethernet cord, if the distance is further, you will be required to provide your own ethernet cable. Education High School diploma, G.E.D. or equivalent experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $28.46 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.
For more detailed information on available benefits, please visit Benefits | CVS Health We anticipate the application window for this opening will close on: 03/21/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.
