Customer Service Representative – Behavioral Health

CVS Health

. Take inbound calls from members and determine the quickest, most effective ways to answer member questions .

Posted 9/24/2026full-timeRemote • United StatesJunior💰 $17 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong customer service skills with a focus on member engagement and satisfaction, utilizing effective communication and active listening. Proficient in managing member records and providing accurate information regarding healthcare benefits and rights.

Highest-signal resume keywords

Call Center ExperienceCustomer Service ExperienceHealthcare ExperienceActive Listening SkillsTime Management 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

Basic Computer KnowledgeTechnical SkillsCustomer Records ManagementWord ProcessingDatabase ManagementEmail ProgramsChat Programs

Soft Skills

Emotional ConnectionTroubleshootingDe-EscalationComplaint Handling

Tools & Technologies

IP PhonesMember Management System

Certifications & Qualifications

High School DiplomaAssociate Degree

Industry Keywords

HealthcareMedical InsuranceMember RightsBenefit MaximumsDeductibleCoinsurance

About the role

Key responsibilities & impact

Take inbound calls from members and determine the quickest, most effective ways to answer member questions
Create an emotional connection with members by understanding and engaging them to champion their best health
Maintain member records within the overall member management system
Provide introductory information and connect members with additional and appropriate benefits or external resources
Review members’ claim history to ensure accurate tracking of benefit maximums, including deductible and coinsurance levels
Explain members’ rights and responsibilities in accordance with plan sponsors’ contracts
Send outbound emails to members where and as needed
Support members with troubleshooting and de-escalation where needed
Escalate queries and concerns when necessary
Handle complaints and inquiries to ensure member satisfaction with products and services
Work with the customer service team to share solutions and processes
Embody CVS Core values in each interaction
Complete 8 weeks of training, Monday–Friday, 10:00 AM–6:30 PM EST
Work post-training shifts assigned between 8:00 AM and 8:00 PM EST, subject to change at least once a year

Requirements

What you’ll need

1-3 years of call center and/or customer service experience
1-3 years of healthcare and/or medical insurance experience
Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs
A private and confidential workspace free from distractions
A hardwired connection is required, such as an Ethernet connection
Time management skills to promptly respond to e-mails, calls, and chat messages
Active listening skills to effectively handle members who may be upset
Background in mental health or human services preferred
Bilingual or multilingual skills preferred
Experience working from home in a remote role preferred
Associate degree preferred
A high school diploma or equivalent

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program in addition to the base pay range
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being