CVS Health Is Hiring A Customer Service Representative Bilingual

Join CVS Health® as a Customer Service Representative and Make a Difference in Healthcare

At CVS Health®, we're dedicated to building a connected, convenient, and compassionate health experience for everyone. Join our passionate team and help simplify healthcare—one person, one family, and one community at a time. 😊

Position Overview

The Customer Service Representative (CSR) serves as the frontline face of Aetna, impacting members' service experiences by managing inquiries and resolving issues via telephone, internet, or written correspondence. Our representatives handle both straightforward and complex questions, delivering personalized support tailored to each member's unique needs.

Key Responsibilities

• Engage, consult, and educate members based on their individual needs, preferences, and understanding of Aetna plans, tools, and resources to guide them towards appropriate care.
• Respond to questions and resolve issues from members, providers, and plan sponsors through various channels.
• Triages rework to the appropriate staff members for efficient resolution.
• Document and track all contacts with members, providers, and sponsors, ensuring compliance with regulatory guidelines.
• Create emotional connections by understanding and engaging members fully to champion their health needs.
• Build trust by understanding and addressing individual member needs with care.
• Anticipate customer needs by providing additional information proactively, such as plan details, self-service tools, and benefits.
• Use decision frameworks to make financial decisions when resolving member issues.
• Explain rights and responsibilities in accordance with contracts.
• Process claim referrals, appeals, and grievances efficiently within our systems.
• Educate and assist providers with self-service options and credentialing issues.
• Handle legal requests related to litigation, lawsuits, and extensive file reviews.
• Contribute to reports on complaint trends and claim data for audits.
• Verify medical necessity and eligibility for incoming correspondence and referrals.
• Review member claim history for accuracy and benefit tracking.
• Maintain financial data and produce quality correspondence and spreadsheets using system tools.
• Manage inbound calls related to brokerage applications, contract statuses, and appointments.

Compensation & Schedule

The starting pay for this role is $19.02/hour. The training lasts up to 10 weeks, scheduled Monday through Friday, 8 hours per day, with start times as early as 7am and end times as late as 7pm in your time zone. During training, time-off requests are not permitted. Post-training, schedules can be assigned with start times as early as 8am EST and as late as 8pm EST.

Qualifications

Required

• Fluent in English and Spanish
• Strong communication and empathy skills
• Ability to navigate multiple systems and tools
• Knowledge of health plan benefits and regulations

Preferred

• Experience in healthcare, insurance, or call centers
• Residence in the Eastern Time Zone

Educational Requirements

High School Diploma or GED

Additional Details

• Weekly hours: 40
• Time Type: Full-time
• Pay Range: $17.00 – $34.15/hour — varies based on experience, education, and location

Our Commitment & Benefits

At CVS Health®, our people power our future. We value diversity and strive to foster a workplace where every colleague feels valued and included. 🌟

As a full-time employee, you'll enjoy a comprehensive benefits package designed to support your physical, emotional, and financial well-being, including:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• And more — details provided during the application process.

Application Timeline

We anticipate closing the application window on 05/23/2026. Qualified applicants with arrest or conviction records will be considered following federal, state, and local laws.