Patent Client Services Administrator managing patent group client portfolios within a hybrid model, ensuring quality service and effective workflows.
About the role
- Client Support Representative at CVS Health addressing client needs and resolving issues. Managing complaints and providing support to ensure client satisfaction in a health solutions company.
Responsibilities
- Address the day-to-day needs of clients and participants.
- Resolve client-initiated plan participant issues.
- Manage complaints, suggestions, and comments in queue.
- Receive and respond to client issues in a timely manner via email, fax, cases, and telephone.
- Ensure timely follow-up on requests to ensure resolution.
- Complete tracking of client contact in database to build contact history, identify trends, facilitate relationship building and provide management and client reporting.
- Provide plan benefit override support at client request.
- Provide feedback to Customer Care management on servicing incidents and developing service trends.
- Partner with Account Management team to ensure maximum client satisfaction and issue trending.
Requirements
- 1+ years of Customer Service Experience.
- 1+ years of Call Center Experience.
- 1+ years of Health Care Industry Experience.
- Experience with PeopleSafe, RXClaim, SalesForce, Moxie and Microsoft Office programs of Excel, PowerPoint, Word, and Outlook.
- Experience with plan designs and Client programs.
- Experience building partnerships and navigating through complex organizational structure/hierarchy.
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.
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
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