Inbound Queue Associate (WFH Remote ET/CT)

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.Training Schedule : Training begins October 6, 2025: Monday through Friday between the hours of 8 am to 4:30 pm Eastern Time. (7 weeks in class and 2 weeks in phone lab (on the job support) Please note: There is no PTO allowed during training and phone lab.)Post Training Schedule : Must be available for an 8 hour shift between 8am-8pm EST Monday through Friday. Must be flexible to changes with advance notice.Position Summary

• During training you will be on camera and are required to dress in business casual attire.
• Staff must be hard wired into their docking stations using an ethernet cord, at all times. Using wi-fi is strictly prohibited.
• Sedentary work involving significant periods of sitting, speaking with callers through a headset, active listening and data entry.
• Receive inbound calls from members, medical providers, brokers and other internal departments regarding medical precertification requirements and case status.
• Protect the confidentiality of our member's personal identifiable information (PII) and personal health information (PHI) and adhere to company policies, state laws and the federal Health Insurance Portability and Accountability Act (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 (examples: pharmacy, claims, benefits, appeals, etc. )
• Participate in weekly training hour meetings, mentoring and touchpoints with supervisors. These meetings will require you to be on camera.
• Follow strict schedule adherence guidelines. Shift times, lunches and breaks will be specific times assigned based on expected call volumes.

• 1+ year of call center experience required
• Eastern and Central Time Zone applicants only

• 1+ years experience as a medical assistant, medical office assistant or other medical background

• High School Diploma

• 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.