Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. **Position Summary** Health Concierge is the face of Aetna to provide targeted, personalized service based on a holistic view of the member, benefits, health information, and through engagement. + Handles customer service inquiries and problemsvia telephone, internet, webchat, or written correspondence. + Engages, consults, and educates members based upon the member’s unique needs,preferences and understanding of Aetna plans, tools, and resources to helpguide the members along a clear path to care. + Utilizes resources to assistcustomers in understanding components of the Aetna products includingclaims, accumulators, usage and balances, and cost sharing. **Required Qualifications** + Answers questions and resolves issues as a “single-point-of-contact”based on phone calls, plan sponsors, PSS/ISO, members, and providers. + Provides customized interaction based on customer preference andindividualized needs, creating an emotional connection with ourmembers by understanding and engaging the member to the fullest. + Fully understands the member’s needs by building a trusting andcaring relationship with the member. Anticipates customer needs. + Provides the customer with related information to answer theunasked questions, e.g., additional plan details, benefit plan details,member self-service tools, etc. + Uses customer service threshold framework to make financialdecisions to resolve member issues. + Educates and assists customers on various elements of benefit planinformation and available services created to enhance the overallcustomer service experience with the company (i.e., assistance withmember self-service tools, Consultation Opportunities – Simple Steps,Cost of Care Tools, Natural Alternatives Program, etc.). + Utilizes all relevant information to effectively influence member engagement. + Takes immediate action when confronted with a problem or madeaware of a situation. + Takes ownership of each customer contact to resolve their issues andconnect them with additional services as appropriate. + Identifies member needs beyond the initial inquiry by answering theunasked questions. + Resolves issues without or with limited management intervention. + Provides education to members to support them in managing their health. + Responds quickly to meet customer needs and resolve problemswhile avoiding over-committing. + Other activities may include providing claim status information,benefit coverage interpretations, and explaining plan eligibility. + Processes claim referrals, new claim hand-offs, and escalates issuesas appropriate through the system for grievances and appeals.Initiates out-reach/welcome calls to ensure constituents expectationsare met or exceeded. + Identifies trends and any emerging customer service issues andworks to develop solutions to address potential problems and/orplan features of interest as an approach to improve understanding ofbenefit plans and increase post-enrollment member satisfaction. + Coordinates efforts both internally and across departments tosuccessfully resolve service issues and develop process improvementintended to enhance the overall delivery of service. + Works collaboratively with colleagues to deliver the best customerexperience Seeks to understand the customer, includingcircumstances, problems, expectations and needs Asks probingquestions to identify the underlying customer needs Appropriatelytransitions conversations to explore possibilities for extendingcustomer interactions. + Guides members to the appropriate healthresource Offers alternatives where appropriate. + Acts with the bestinterest of customer in mind and central to all interactionsCollaborates with colleagues and co-workers to deliver a world classcustomer experience Serves as SME providing technical assistancewhen needed on call related issues, products, and/or systemapplications delivery matters. + Provides technical or subject matterexpertise concerning policies, procedures, and function-relatedapplications/systems tools as needed. + Documents and tracks all contacts, events, and outcomes with clientsusing appropriate systems and processes. **Preferred Qualifications** + Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate. + Effective organizational skills and ability to manage multiple tasks. + Effective communication skills, both verbal and written. **Education** + High School/GED. **Anticipated Weekly Hours** 40 **Time Type** Full time **Pay Range** The typical pay range for this role is: $17.00 - $28.46 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits) We anticipate the application window for this opening will close on: 02/25/2025 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.