CVS Customer Service Representative

Description

CVS Health is hiring a full-time Customer Service Representative to support members of its benefit plans, employers, doctors, hospitals, and other healthcare providers. The role is remote and available to candidates in Idaho, Oregon, Washington, Nevada, Arizona, and other listed work-from-home locations, with employees required to work in Pacific Standard Time.

The job centers on helping customers understand their benefits and claims, researching questions, resolving problems, documenting interactions, and connecting people with the right resources. You will need to listen carefully, explain information clearly, and handle different types of customer situations with patience and empathy.

This role can be a good fit for someone with customer service experience who wants to build a career in healthcare customer care. At least six months of customer service experience is required, while contact-center, medical, dental, provider, claims, or other healthcare experience can strengthen an application. CVS Health also expects representatives to use AI-enabled tools as part of training and customer service work.

Job at a Glance

Detailed Role Requirements & Responsibilities

Customer Service and Customer Advocacy

The main focus is helping customers navigate healthcare benefits and claims while providing a positive service experience.

You will:

• Listen carefully to customer questions and concerns
• Understand customer needs
• Provide guidance and support
• Act as an advocate for customers
• Answer questions about benefits and claims
• Explain available resources
• Help customers understand their options
• Maintain a respectful and empathetic approach

Issue Resolution

Representatives are expected to research customer problems and work toward resolving them efficiently.

Responsibilities include:

• Researching customer issues
• Resolving inquiries
• Providing accurate information
• Finding proactive solutions
• Attempting to resolve issues during the first interaction
• Documenting customer interactions and outcomes
• Working with other teams when additional assistance is needed

Benefits and Claims Support

A significant part of the role involves helping customers understand their health benefits and claims.

You may need to:

• Explain benefit information
• Help customers understand claims
• Direct customers to appropriate resources
• Help customers navigate available options
• Answer questions based on their individual circumstances

Healthcare, claims, medical, dental, or provider experience can be especially useful for this work.

Documentation and Confidential Information

Accurate documentation is an important part of the position.

You will:

• Document customer correspondence
• Record the outcome of interactions
• Maintain confidential patient information
• Follow established policies and procedures
• Follow the CVS/Aetna Code of Conduct

Attention to detail is important because customer and healthcare information must be handled accurately.

AI-Assisted Customer Service

CVS Health specifically states that representatives will use AI-enabled tools during training and customer service work.

These tools are intended to help with:

• Improving efficiency
• Supporting problem-solving
• Enhancing customer experiences
• Supporting training and servicing activities

Candidates should therefore be comfortable learning new technology and using digital tools as part of their normal workflow.

Team Collaboration

Customer service representatives work with colleagues and other departments to address service issues and improve outcomes.

You should be able to:

• Collaborate with team members
• Communicate customer issues clearly
• Work with other departments
• Share relevant information
• Help resolve problems that require additional support

Training and Development

CVS Health provides new employees with structured training and ongoing support.

The company states that new colleagues receive:

• New-colleague orientation
• Comprehensive training lasting approximately 4–18 weeks, depending on the customers supported
• Ongoing coaching
• Mentoring
• Equipment and resources needed to perform the job
• Opportunities for continued learning and growth

Required Skills and Experience

The core requirements include:

• At least 6 months of customer service experience
• Basic computer skills
• High school diploma, GED, or equivalent experience
• Strong empathy
• Effective communication skills
• Respectful and professional communication
• Strong problem-solving abilities
• Sound decision-making skills
• Ability to manage multiple resources and tasks
• Ability to work in a fast-paced environment
• Ability to use technology and AI tools as part of the role
• Ability to work in Pacific Standard Time if located in the specified states

The position requires access to high-speed internet with at least 100 Mbps download and 25 Mbps upload through a direct wired Ethernet connection to the modem/router. Hotspots, satellite, fixed wireless, and Wi-Fi connections are not permitted for the work-from-home setup.

Skills That Can Strengthen Your Application

The following experience is preferred:

• 1+ year of customer service experience in a contact center
• Call center experience
• Chat-based customer service
• Email customer support
• Medical experience
• Dental experience
• Healthcare experience
• Insurance claims experience
• Provider experience
• Microsoft Office experience
• Experience using multiple computer systems
• Experience working with AI-enabled tools

Healthcare experience is not required for the position, but it can help demonstrate that you already understand the types of questions and situations customers may bring to the role.

Industry Context & Career Advice

Healthcare customer service requires more than general communication skills. Representatives need to understand customer questions, work with benefits or claims information, protect confidential information, and explain complicated information in a way that is easy to understand.

This role also shows how healthcare customer care is changing. CVS Health expects representatives to use AI-enabled tools to improve efficiency and problem-solving, so candidates who are comfortable learning new technology may have an advantage.

For your resume, focus on customer outcomes rather than simply listing customer service duties. If you have handled a high volume of inquiries, improved customer satisfaction, resolved issues on the first interaction, or worked with healthcare claims, include those details.

If your experience comes from retail, hospitality, telecommunications, banking, or another customer-facing industry, emphasize transferable skills such as active listening, problem-solving, documentation, handling difficult customers, and working with multiple systems.

What to Highlight on Your Resume

For this position, consider highlighting:

• Customer service experience
• Contact center experience
• Call handling
• Chat support
• Email support
• Healthcare customer service
• Medical or dental experience
• Insurance claims
• Benefits support
• Provider support
• Customer advocacy
• Problem-solving
• First-contact resolution
• Customer satisfaction
• Documentation
• Confidential information handling
• Microsoft Office
• Computer skills
• AI-enabled customer service tools
• Working with multiple systems
• Remote work experience

Whenever possible, add measurable results.

For example:

Handled customer inquiries across phone and digital channels, researched benefit and account questions, documented interactions accurately, and resolved customer issues while maintaining a high standard of service.

If you have actual performance figures, add them to make the bullet stronger.

Interview Preparation

How would you handle an upset customer?

Explain how you would listen carefully, remain calm, identify the actual problem, acknowledge the customer’s concern, and work toward a practical solution.

How would you explain complicated benefits information?

Show that you can break complex information into simple language while maintaining accuracy and avoiding assumptions.

Tell us about a difficult customer issue you resolved.

Use a real example and explain the situation, your approach, the resources you used, and the outcome.

How do you prioritize multiple tasks?

Discuss how you balance urgency, customer impact, deadlines, and accuracy while managing several resources or systems.

What does excellent customer service mean to you?

Focus on empathy, active listening, accurate information, ownership, clear communication, and resolving the customer’s issue whenever possible.

How do you handle a question when you don’t know the answer?

Explain how you would research the issue, use approved resources, ask the appropriate team for assistance, and keep the customer informed.

How comfortable are you with AI tools?

Since CVS Health specifically mentions AI-enabled tools, be prepared to discuss how you have used AI or other technology to improve productivity, research, problem-solving, or customer support.

How do you protect confidential customer information?

Discuss following company policies, verifying information appropriately, using approved systems, and avoiding unnecessary disclosure of sensitive information.

How do you stay productive while working remotely?

Explain how you organize your workday, maintain focus, communicate with your team, manage your workload, and meet performance expectations from a home environment.

Advice for Applicants

This position is a good option for customer service professionals who want to move into healthcare customer care. The core experience requirement is only six months of customer service experience, so candidates do not necessarily need years of healthcare experience.

If you have worked in a contact center, handled calls, chats, or emails, or have experience with claims, medical, dental, provider, or other healthcare services, make that experience highly visible on your resume.

The remote arrangement comes with important conditions. Candidates must work in Pacific Standard Time if located in Idaho, Oregon, Washington, or Nevada, and the listing includes additional eligible work-from-home locations. You must also have the required wired high-speed internet connection.

CVS Health lists the position at $18.50 per hour, while the broader pay range shown for the job grade is $17.00–$31.30 per hour. Qualified new hires may also be eligible for a $2,000 sign-on bonus after nine months of service, with a requirement to remain continuously employed for at least 12 months.

The strongest application will show that you can listen carefully, communicate with empathy, research and resolve customer problems, document information accurately, and use technology effectively in a healthcare customer service environment.

Benefits

CVS Health states that this full-time position is eligible for a benefits package that can include:

• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other well-being resources, based on eligibility