Resolution Team Specialist

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

A Resolution Team Specialist advocates for the patient and portrays "Putting People First" by taking a hands-on approach to help people on their path to better health. In this role, a Resolution Team Specialist will provide a high level of customer service, resolve escalations, and report potential trends to Leadership for review.Job Responsibilities:

• Develop a deep understanding of Coram processes and learn how customer service impacts a patient's journey from intake to discharge.
• 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 RevCycle 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 or financial assistance.
• Meet call center metrics that include call volume and call quality.
• Use technology to effectively liaison with other departments across Coram.
• Demonstrate an outgoing, enthusiastic, professional, and caring presence over the telephone.

• Effective written and verbal customer service skills
• Ability to work independently and on a team.
• Ability to offer emotional support and sympathy.
• Experience with computers, including 1+ years working with Microsoft Word, Outlook, and Excel
• Flexibility with work schedule to meet business needs, including but not limited to 8-hour work shifts from 6:30am - 5:00pm Arizona time (Monday - Friday)

• Knowledge of healthcare billing, collections practices, and/or infusion services.

• Verifiable High School Diploma or GED required.

• 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.