Customer Service Representative

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary

Customer Service Representative (CSR) takes in-bound calls from providers, pharmacies, members, etc providing professional and courteous phone assistance to all callers through the criteria based prior authorization process. Certified Pharmacy Technicians (CPhT) are preferred and compensated based experience.CSR will also assist with other duties as needed to include but not limited to outbound calls, reviewing and processing prior authorizations (PA) for members' prescriptions received via fax and electronic PA (ePA), and monitoring and responding to inquiries through department mailboxes. Additionally, the CSR will support other tasks as assigned by the leadership team. This is a fast-paced position that requires strong attention to detail and the ability to multi-task effectively. Remote Work Requirements:

• Prior remote work experience
• Ability to obtain high-speed internet and hardwire equipment to router/modem
• Distraction-free and private remote work environment required as well as reliable dependent care during working hours
• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical CVS Caremark location/center
• Ability to participate in classroom-style remote training sessions
• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

• Active Pharmacy Technician License in the state of residence
• Certified Pharmacy Technician (CPhT) certification required
• A minimum tenure of 6 months in the Pharmacy Technician I role
• Consistently demonstrates strong problem-solving abilities, effective communication, and a thorough understanding of customer needs
• Demonstration of a strong desire to learn and grow in their role
• Meet "Exceptional" Expectations performance metrics for a minimum of 3 consecutive months (targets are subject to change with 30-day advance notice) for all job skills:
• Average Databases per Hour
• Average Handle Time
• Average Unavailable Time
• Quality Metrics
• Demonstrate proven reliability and satisfactory attendance

• One year of Customer Service experience role handling and resolving a high volume of complex customer needs over the phone and demonstrated ability to deliver high-quality customer service
• Proficient PC skills, computer literacy, basic Google Suite skills, Windows-based applications like Windows, Microsoft Office, internet navigation, email applications and ability to navigate systems. Strong keyboard skills are essential.
• Must be able to multitask and utilize multiple system applications simultaneously
• Deliver confident and professional service to providers and internal partners
• Must be able to absorb presented information, display motivation, seek development and problem solve.

• Active Arizona Pharmacy Technician License or Registered/Licensed Pharmacy Technician Trainee.
• Valid/Active PTCB Certification or NHA Certification.
• Basic pharmaceutical knowledge pertaining to terminology, calculations, and protocols.
• Experience working in a retail, hospital, medical office, or pharmacy setting.

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.