Inbound Outbound Queue Associate

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Inbound Outbound Queue Associate interacts with external providers, delivering excellent customer service. They promote and support quality administration of healthcare services, while also supporting comprehensive coordination, including (but not limited to) data entry.

In this role, you will:

• Enter authorizations will within 24 hours of notification. These can include, but are not limited to:
  • BH IP (Behavioral Health Inpatient)
  • SUD (Substance Use Disorder) Residential
  • Detox
  • Subacutes
  • BHRF (Behavioral Health Residential Facility)
  • BHIF (Behavioral Health Inpatient Facility)
  • HCTC (Home Care Therapeutic Foster Care)
  • COE (Court Order Extension)/COT (Court Order Treatment)
  • BH SNF (Behavioral Health Skilled Nursing Facility)
  • Retrospective
• Research and file Certification of Needs (CON) and Recertification of Needs (RON).
• Send DD (Developmental Disabilities) Notifications to DD Coordinators upon admissions.
• Assign and label faxed medical records to correct clinician by assigned facilities.
• Assist with discharges to be entered and research ASAM (American Society of Addiction Medicine) scores.

Required Qualifications

• 1+ year of previous call center experience, including a basic understanding of medical terminology.
• Computer literacy and demonstrated proficiency in navigating external/internal computer systems, as well Microsoft Office Suite applications, including Word and Excel.

Preferred Qualifications

• 1-2 years of experience as a medical and/or office assistant.
• Effective telephonic communication and organizational skills.
• Strong customer service skills to coordinate service delivery, including attention to customers, sensitivity to issues, proactive identification, and resolution of issues to promote positive outcomes for members.
• Ability to effectively participate in a multi-disciplinary team including both internal and external participants.
• Strong problem-solving and analytical skills.
• Strong computer navigation skills.
• Ability to implement regular feedback for development purposes.
• Works well in a team-based environment.

Education

• High school diploma or GED.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This 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.  
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.