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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.

*This is a fully remote position that is open to any US state*

The Executive Resolution Analyst is responsible for reviewing and responding to complaints/appeals that are sent to the CEO, President, one of their direct reports as well as Better Business Bureau (BBB) and Congressional inquiries for all of Aetna’s lines of businesses. You will be working with dedicated subject matter experts to fully resolve the issue. The team covers a phone line that is open Monday – Friday from 8am to 6pm, in which approximately 2 to 3 hours of shifts will be assigned to you.

Job Duties:

• Ability to identify the customer concern and work with the subject matter expert to fully resolve the issue

• Advocates for the customer by looking at the bigger picture

• Manages inventory to ensure state and federal guidelines are met

• Communicates the resolution, policy, appeal outcome to the customer (in writing, verbally or both)

• Identifies and communicate potential trends/risks

• Dissects policies and workflows which in turn identify areas in need of improvement throughout various departments

• Successfully works across functions, segments and teams to find resolution

• Independently takes ownership of assigned cases as findings may result in mitigating negative publicity

• Work with peers to cover the Executive Resolution Team phone line (in roughly 1 to 2 hours shifts)

• Ability to multi-task

Required Qualifications:

• 1+ year of experience in customer service

• 1+ year of experience with tools associated with appeals and claim processing (i.e. CATS, ECHS, ASD, SCM, WEB CCI, Plan Sponsor Tool, AST, Claims X-ten, e.Policies, IOP, etc.

Preferred Qualifications:

Good communication and writing skills

Education:

High School Diploma or GED

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. 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 jobs.CVSHealth.com/benefits