Service center representative job description

The CVS Health Specialty Pharmacy is building an Inbound Pharmacy Service team to support our specialty patients who are in need of life sustaining medications. We are hiring Customer Service Representatives to work in our inbound call center to make the connection and ensure timely delivery to those patients reaching out. Are we busy - absolutely! Do you get a guarantee of 40 hours per week - absolutely! Through your skills and knowledge, you will be able to help our patients on their path to better health. Typical calls include prescription refills, order status, and insurance coverage. Our pharmacy has a high-energy culture and are passionate about providing excellent customer service with empathy while resolving the patients' questions on the first call. If you get satisfaction by knowing that you have helped someone, apply today. Do you have at least 12 months of customer service experience working with customers/patients (in a fast-paced, metric environment)? Do you have strong computer skills and a passion for helping others? CVS provides the training and knowledge to set you up for success. We also offer incredible advancement opportunities so you can grow within the pharmacy or move to another role within CVS Health. If you take care of our patients, we will take care of your career. Our application process is 2 simple steps. 1. Apply on line. 2. Take our Virtual Job Tryout to fast track the recruitment process and start your career with CVS!
Required Qualifications

• One year of Customer Service experience• Six months of high volume customer service experience working in Windows, Microsoft or another application• Valid Technician License as required by state.

Preferred Qualifications

• Prior Healthcare experience with benefits, insurance, prescriptions• Experience resolving high volume of complex customer needs over the phone

Education

• Verifiable High School Diploma, GED, or equivalent. • Pharmacy Technician license/certificate based on State Board of Pharmacy requirements.

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

The Service Center Representative I reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Service Center Representative I provides the first line of customer service to a 24X7, multi-location, and diverse workforce. Responsible for maintaining the highest level of personnel data integrity within the NM MyNM Service Center, this position will deliver exceptional customer service, timely and accurate resolutions for all requests received via in-bound telephone calls, web forms, walk-ins, and chats across all employee levels. The Service Center Representative I utilizes various applications to analyze, and resolve basic employee inquiries, or escalate based on case complexity and/or transaction requirements.
Responsibilities:

The Service Center Representative I will actively listen, and gather information to accurately respond to/resolve all inquiries utilizing the standardized MyNM Service Center intake procedures, policy, knowledge management system, and reference materials

Provide adequate direction/guidance to employees regarding location of relevant documentation on the employee portal and NM websites

Provide accurate interpretation, and administration of various system wide initiatives & programs

Manage the escalation of inquiries to the Service Center Representative II or appropriate points-of-contact based on case complexity and transaction requirements using the case management system and call transfer protocols

Ensure compliance with NM data administration rules, security standards, as well as functional policies and procedures

Support activities related to the definition and classification of data in accordance with NM policy

Collaborate with other team members within the MyNM Service Center to create a positive work environment, allowing for personal and team success

Follow all MyNM Service Center policies, processes, guidelines, and engage in team activities/ training as appropriate

Prioritize tasks and issues to ensure these are addressed within pre-defined Service Level Agreements (SLAs)

Identify opportunities to update existing knowledge base/content housed within the multiple knowledge bases maintained by the MyNM Service Center

Identify, classify, maintain, and protect files, documentation, and sensitive information consistent with record handling and retention requirements, and report any breaches without delay

Assist with any ad-hoc projects/testing as called upon, including working extended hours to support department deliverables

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.

This simple idea-that we all deserve to belong, and on our own terms-is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to learn fast, create with audacity and lead boldly? Join our team.

About the Role

In this role, you will embody our value of Doing The Right Thing by protecting People, Assets, and Brands. You will work in a energized, fast paced environment focused on creating a safe environment for our employees, teams, and customers; this is critical to driving our Brand power, enduring customer relationships, and exuding our commitment to team and values. You'll need to understand the big picture strategy and work with cross-functional teams and external partners.

What You'll Do

* Support strategies, standards, and processes to implement an Asset Protection strategy to mitigate risk and loss within our Gap Inc stores
* Assist with the implementation and continued execution of the shortage reduction program
* Work with store personnel to identify inventory shortage opportunities and recommend solutions
* Determine the assignment of appropriate Asset Protection resources (i.e.: agents, technology, etc.) to address shortage reduction opportunities
* Courteous and responsive to internal/external requests
* Exchange and verifies job related information to provide support

Who You Are

* Experience in customer service and/or a high-pressure, multitask environment to drive results, coach, and collaborate
* Strong communication and interpersonal skills, including the ability to negotiate and build consensus across multiple stakeholders and functions
* Ability to actively learn and immediately apply learnings into decisions and behaviors
* Ability to manage and prioritize their time; able to multi task
* Use basic information-gathering skills to solve problems

Benefits at Gap Inc.

* Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
* One of the most competitive Paid Time Off plans in the industry.*
* Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.*
* Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.*
* Employee stock purchase plan.*
* Medical, dental, vision and life insurance.*
* See more of the benefits we offer.
* For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we've been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row. US Candidates - Non NYCPlease note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc's quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.'s face mask and proof of vaccination policy as said policy is no longer effective.US Candidates - NYCBeginning December 27, 2021 the City of New York requires all employees in the City who work on site to provide proof that they are fully vaccinated against COVID-19, unless an exemption from the vaccine requirement is approved due to an accommodation for a disability, a sincerely held religious belief or other legally protected basis (including status as a victim of domestic violence, stalking or sex offenses).