Customer Service Representative
CVS Health
Posted: 10/21/2026
New Business Customer Contact Service Representative
F&G
Posted: 10/20/2026Customer Service Representative
CVS HealthCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in member engagement and education regarding Aetna plans, tools, and resources, while maintaining regulatory knowledge and providing exceptional customer service. Proficient in handling inquiries, resolving issues, and building trusting relationships with members in a healthcare environment.
Highest-signal resume keywords
Customer Service ExperienceMedical Terminology KnowledgeMicrosoft Office ProficiencyOrganizational SkillsEmpathy in Customer Interactions
About the role
Key responsibilities & impact- Engage, consult, and educate members based on their unique needs, preferences, and understanding of Aetna plans, tools, and resources
- Answer questions and resolve issues from members, providers, and plan sponsors
- Triage resulting rework to appropriate staff
- Document and track contacts with members, providers, and plan sponsors
- Guide members through benefits plans and Aetna policies and procedures while maintaining regulatory knowledge
- Build trusting and caring relationships with members and understand their needs
- Anticipate customer needs
- Provide information about plan details, benefits, and member self-service tools
- Use the customer service threshold framework to make financial decisions resolving member issues
- Explain members’ rights and responsibilities according to contract
- Handle incoming appeals and pre-authorizations not handled by Clinical Claim Management
- Review member claim history to track benefit maximums and coinsurance/deductible accurately
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 (Word, Excel, PowerPoint, Outlook)
- Ability to support Arizona Time Zone
- High school diploma or GED
- Demonstrated knowledge of medical terminology
- Previous experience in a healthcare environment
- Strong organizational and time management skills
- Excellent communication skills
- Ability to demonstrate empathy in a professional, customer-oriented manner
Benefits
Comp & perks- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting colleagues’ physical, emotional, and financial well-being
- Full-time comprehensive benefits package
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Member EngagementIssue ResolutionDocumentation and TrackingBenefits Plan GuidanceClaims History Review
Soft Skills
Strong Communication SkillsTime Management SkillsEmpathy
Tools & Technologies
Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Healthcare EnvironmentAetna PlansRegulatory KnowledgeCustomer Needs AnticipationSelf-Service Tools