Our Ability Jobs

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Quality Specialists are the face of Aetna and impact the agent experience by manner of how cases are accurately and thoroughly processed by team members.

Acts as an advocate and subject matter expert by serving as a customer service and quality champion.

• Executes both routine and non-routine business support tasks in the Contracting team limited supervision, referring deviations from standard practices to managers.

• Provides effective and timely support to quality issues.

• Measures and monitors the quality and effectiveness of work processes in Contracting that impacts agent satisfaction and contributes to operational efficiency.

• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.

• Performs regular quality audits for multiple products and platforms to drive full and consistent compliance to all required standards and practices.

Owns responsibility for supporting targeted quality audit projects, reporting overall results, and making recommendations regarding training needs, quality controls, and contracting related procedures to senior management.

Required Qualifications

Insurance Knowledge - Plus

Customer Service - 1-3 years of Experience

Strong Analytical Skills

Basic computer skills

Critical Thinking

Self Direction

Strong verbal and written communication

skills.

Preferred Qualifications

Proficient in Excel.

SQL experience a plus

Education

High School Diploma/Associate's Degree

Pay Range

The typical pay range for this role is:

$17.00 - $28.46

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 01/13/2025

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.