Job Description
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Role Description
The Client Support Representative I plays a critical role in delivering high-quality service to members by resolving inquiries with empathy, accuracy, and efficiency. This entry-level position is ideal for individuals passionate about helping others and interested in building foundational skills in client support within the healthcare, insurance, or benefits space.
- Key Responsibilities
- Respond to member inquiries via phone, email, or chat with professionalism and empathy.
- Resolve member level issues related to pharmacy benefits, claims, eligibility, and other service needs.
- Escalate complex cases to senior support staff as needed.
- Document all member interactions accurately to ensure compliance and service quality.
- Identify recurring issues and share feedback with leadership for process improvement.
- Work closely with Client Support Supervisors and Account Managers to ensure seamless service delivery.
- Participate in team huddles and training sessions to stay informed on product updates and policy changes.
- Maintain a positive and solutions-oriented approach in all member interactions.
- Review general team processes for accuracy and recommend updates to leadership.
- Engage in ongoing training to build skills in customer service, systems navigation, and healthcare knowledge.
- Seek mentorship and feedback to grow into more advanced support or account-facing roles.
- Qualifications
- 1–2 years of experience in customer service, healthcare, insurance, or benefits.
- Strong verbal and written communication skills.
- Ability to manage member issues with empathy and attention to detail.
- Must reside in the MST or PST time zones.
- Preferred Qualifications
- Associate’s degree in Business, Healthcare Administration, or related field.
- Familiarity with CRM platforms, call center tools, or SOP documentation.
- Interest in career growth within client support or account management.
- Education
- Verifiable High School Diploma or GED Required
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.
- Benefits
- Affordable medical plan options.
- 401(k) plan (including matching company contributions).
- 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.
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