CVS Health is hiring a Inbound Queue Associate to join our team remotely. In this role, you will be responsible for handling inbound calls regarding medical precertification requirements and case status, playing a key part in our mission to transform health care.
What You'll Do
- Receive inbound calls from members, medical providers, brokers, and other internal departments regarding medical precertification requirements and case status.
- Protect the confidentiality of member's PII and PHI and adhere to company policies, state laws, and HIPAA.
- Follow 'one call resolution' protocol to ensure callers do not have to contact Aetna numerous times for the same concern, including call de-escalation.
- Utilize multiple Aetna systems simultaneously to access information and build medical precertification cases.
- Adhere to job aids and resources to ensure internal processes are followed and to minimize financial risk.
- Maintain accurate and complete documentation of required information.
- Redirect calls that do not pertain to medical precertification (e.g., pharmacy, claims, benefits, appeals).
- Participate in weekly training hour meetings, mentoring, and touchpoints with supervisors, which require being on camera.
- Follow strict schedule adherence guidelines for shift times, lunches, and breaks.
What We're Looking For
- 1+ year of call center experience
- Eastern and Central Time Zone applicants only
- High School Diploma
Nice to Have
- 1+ years experience as a medical assistant, medical office assistant, or other medical background
Benefits & Compensation
- Compensation: $17.00 - $28.46 per hour
- Affordable medical plan options
- 401(k) plan with matching company contributions
- Employee stock purchase plan
- No-cost wellness screenings, tobacco cessation, weight management programs
- No-cost confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Work Mode
This role is a fully remote position, open only to candidates residing in the Eastern and Central United States time zones.
CVS Health is committed to fostering a workplace where every colleague feels valued and that they belong. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
