Customer Service Representative

CVS Health

CVS Health customer service representative supporting Aetna/Mercy Care members remotely in Arizona. Handling prescription coverage inquiries, complaints, documentation, and service recovery.

Posted 8/13/2026full-timeRemote • Arizona • 🇺🇸 United StatesJunior💰 $17 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service within a high call-volume environment, effectively resolving inquiries and complaints while maintaining confidentiality and compliance. Proficient in utilizing Microsoft Office tools and possesses strong organizational, communication, and problem-solving skills.

Highest-signal resume keywords

Customer Service ExperienceMicrosoft Office ProficiencyBilingual English/SpanishHealthcare Environment KnowledgeProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceCall Center ExperienceMedical TerminologyData EvaluationService Recovery

Soft Skills

EmpathyOrganizational SkillsTime ManagementCommunication SkillsDecision-Making Skills

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Prescription InsuranceMedication CoverageMail-Order PrescriptionsCustomer InquiriesConfidential Patient Information

About the role

Key responsibilities & impact

Handle customer service inquiries and problems via telephone, internet, or written correspondence
Answer and document incoming contacts and respond to complex calls related to specialized services
Ensure members receive respectful, kind, and thorough responses
Identify and evaluate data to resolve complaints and coordinate service recovery
Follow established procedures to meet customer/member needs and enhance brand recognition
Answer questions about prescription insurance, medication coverage, and mail-order prescriptions
Communicate with work units and organizational departments to resolve issues
Organize training sessions for internal staff on premium customer service processes, policies, and best practices
Complete required training to use available tools and recall necessary information
Document customer correspondence and maintain confidential patient information records

Requirements

What you’ll need

At least 1 year of experience in a call center and/or high call-volume environment
Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook
Ability to work a flexible Monday-Friday schedule from 7am-6pm Arizona Time
High school diploma or GED
Bilingual English/Spanish preferred
Demonstrated problem-solving and decision-making skills preferred
Previous healthcare environment experience preferred
Knowledge of medical terminology preferred
Strong organizational and time management skills preferred
Excellent communication skills preferred
Ability to demonstrate empathy in a professional, customer-oriented manner preferred

Benefits

Comp & perks

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being
Comprehensive benefits package for eligible full-time colleagues and their families
Recognition programs