CVS Health

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Minute Clinic Call Center Coordinator- Senior

at CVS Health

Posted: 3/1/2019
Job Status: On Call
Job Reference #: 951173BR
Keywords: call center

Job Description

Job Title :
Minute Clinic Call Center Coordinator- Senior
Job ID :
Location :
RI - Cumberland
Street Address :
2100 Highland Corporate Dr
Category :
Customer Service
Description :
Job Description
The MinuteClinic Call Center Senior Coordinator will work as part of the MinuteClinic Patient Support team to support the team in responding to patient inquiries related to visits, treatments, services and insurance billing inquiries. You will be responsible for completing QA call monitors to assigned specialists to ensure MC quality standards are upheld and enforced according to HIPAA compliance and company guidelines. This includes live monitoring, scoring and identifying coaching and training opportunities.

In this job as a MinuteClinic Call Center Senior Coordinator, you will be responsible for identifying call driving trends, developing solutions and support for day to day operations. You will respond to supervisor escalations from specialists, practitioners, and other sources via telephone, email, social media, Better Business Bureau and the Executive team. You will be responsible for representing the call center in communicating and collaborating with related MC departments, including A/R, Payer Relations, Credentialing, and field management. You will also be responsible for offline tasks including patient refunds, medical records requests, legal subpoenas and addressing unresolved CRM's.

You will support and assist the leadership team with updating SOP's and training material as well as adding these updates to the SharePoint knowledge site. You will assist the leadership team with interviewing, on boarding, and training of new hires. You will assist the leadership team with monitoring and reporting Patient Support Specialists Aux code usage in the CMS Supervisor Application. Additionally, you will work with other areas within MinuteClinic to obtain the necessary information to resolve patient concerns while ensuring optimum levels of customer satisfaction by serving each caller according to CVS Health company vision, mission, and values.

The MinuteClinic Call Center operates 7 days per week; including holidays. Regular shifts will be Monday-Friday, 1:00 PM - 9:30 PM with weekend and holiday rotations.

Required Qualifications
-1+ years of customer service experience, preferably in a high volume call center
- 1+ years of mentoring/leadership experience

Preferred Qualifications
-Experience with Electronic Medical Records and data entry
- Medical insurance verification and experience explaining coverage to patients
- Healthcare billing experience
- Inbound call center experience in a high-volume or fast-paced customer service setting
- Experience using Excel, Word, and Outlook in a professional or academic setting

Verifiable High School diploma or GED is required. Bachelor's preferred.

Business Overview
It’s a new day in health care.

Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.

We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.

CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran - we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.

If technical issues are preventing you from applying to a position, contact Kenexa Helpdesk at 1-855-338-5609 or For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!