Resolution Team Specialist
CVS Health - Cheyenne, WY
posted 4 months ago
About the position
As a Resolution Team Specialist at CVS Health, you will play a crucial role in providing exceptional customer service and resolving escalations that arise during the patient journey. This position requires a deep understanding of Coram processes, which are integral to the healthcare experience from intake to discharge. You will be responsible for building trusting relationships with patients, engaging them in meaningful conversations, and managing difficult or emotional situations with empathy and urgency. Your ability to accurately document each interaction in the RevCycle system is essential, as is your capacity to gather and examine patient information to determine eligibility for payment plans or financial assistance. In this role, you will also be expected to meet call center metrics, including call volume and quality, while using technology to effectively liaise with other departments across Coram. Your outgoing, enthusiastic, and professional demeanor will be vital in creating a caring presence over the telephone, ensuring that patients feel supported and valued throughout their interactions with CVS Health. This position is not only about resolving issues but also about contributing to a positive patient experience and reporting potential trends to leadership for review.
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.
Requirements
- 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)
Nice-to-haves
- Knowledge of healthcare billing, collections practices, and/or infusion services.
Benefits
- Full range of medical, dental, and vision benefits
- 401(k) retirement savings plan
- Employee Stock Purchase Plan
- Fully-paid term life insurance plan
- Short-term and long-term disability benefits
- Numerous well-being programs
- Education assistance
- Free development courses
- CVS store discount
- Discount programs with participating partners
- Paid Time Off (PTO) or vacation pay
- Paid holidays throughout the calendar year
