Resolution Team Specialist

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 SummaryA Resolution Team Specialist advocates for the patient and portrays “Putting People First” by taking a hands-on approach to help people on their path to better health. In this role, a Resolution Team Specialist will provide a high level of customer service, resolve escalations, and report potential trends to Leadership for review.Job 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.Required Qualifications:• 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)Preferred Qualifications:• Knowledge of healthcare billing, collections practices, and/or infusion services.Education• Verifiable High-school diploma or GED required.Pay RangeThe typical pay range for this role is:$17.00 - $32.74This 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)This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.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.