Senior Customer Service Representative - Behavioral Health

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate.

And we do it all with heart, each and every day.

This role supports teams operating nationwide, and candidates in the Mountain or Pacific time zones are strongly preferred due to optimal alignment with the required shift.

All qualified U.S. applicants will be considered.

• Shifts are Monday-Friday:

• 7:40 AM-4:10 PM PST;
• 8:40 AM-5:10 PM MST;
• 10:40 AM-7:10 PM CST;
• 11:40 AM-8:10 PM EST

Schedules may change with advance notice.

Major holidays observed.

Join our team supporting mental health services at CVS Minute Clinic! In this role, you will handle inbound and outbound calls to assist patients with scheduling, rescheduling, and appointment reminders for healthcare providers at CVS Health Hub and Minute Clinic locations. You'll also manage provider schedules, address patient needs, and perform essential administrative tasks.

• Answer inbound calls and determine the purpose by actively listening to callers
• Assess client needs and communicate information about available services and resources
• Recognize crisis situations and elevate appropriately for clinical assistance
• Research and identify potential providers and resources using internal databases
• Accurately enter and document member information in the system
• Collaborate with other departments to meet member needs
• Make outbound calls for appointment reminders and to secure resources/services
• Provide administrative support and assist with miscellaneous tasks as needed

• 1 year of experience in a social, psychological, or human service field providing client support (preferred)
• 1 year of experience in a call center or behavioral health environment
• Proficiency with Microsoft Office applications

• Prior Epic system experience
• Prior Behavioral Health or Mental Health experience

High school diploma or equivalent (GED) required

40

Full time

The typical pay range for this role is: $18.50 - $38.82. 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.

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an 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.

For more information, visit

We anticipate the application window for this opening will close on: 01/27/2026

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