Customer Service Representative - Phoenix, AZ

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

12 weeks of onsite training then the option to work from home if in good standing. Must be within 50 miles as the training is onsite at our A1A location:
Phoenix, AZ. New hires will start on April 20th, 2026 as a cohort, no later training class for this position will be available. The initial in office training will last for approximately 3 months. Training hours will be 07:00am AZT - 03:30pm AZT. Scheduled hours after training can begin as early as 04:55am AZT and end as late as 8:30pm AZT.

Your permanent scheduled will be assigned after 8 weeks of in-class training. Once office training is complete, flexibility is required for onsite work shifts per the need of the business. All candidates will be hired into the job at $18.50 per hour. After successful completion of the training program, pay will be increased to $19.50 per hour.

Our Aetna One Advocacy program is Aetna's premier service and clinical offering for Aetna members nationwide and creates industry‑leading solutions for our customers. Our Aetna One Advocate is not the typical customer service role. Our focus is on advocating for the member. We do not have traditional call center metrics such as average handle time as we want our Advocates to truly take the member out of the middle by asking the unasked questions, listening for trigger words that may prompt nurse involvement, locating providers, and setting appointments for our members.

Our Advocates work in multiple system simultaneously to resolve member concerns.

The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer‑dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members' needs and create behavior change. Our data analytics, white‑glove service and end‑to‑end ownership of member support creates a trusted partner in health.

6 plus months in customer service role

Must be within 50 miles as the training is onsite at our A1A location:
Phoenix, AZ.

High School Diploma or G.E.D required.

• Strong written & verbal communication skills
• Ability to multi‑task, prioritize and effectively adapt to a fast‑paced changing environment
• Demonstrated organizational and communication skills
• Intermediate typing skills - 50 WPM strongly desired
• Ability to seamlessly, multi‑task while using multiple systems, to efficiently provide service to members
• Deep problem‑solving skills with demonstrated ownership of issue resolution
• Possess top‑notch people skills - listening, caring, connecting, empathy, and supporting
• Highly perceptive individual with strong self‑awareness and empathy in interacting with various audiences
• Demonstrated propensity for responsiveness and a sense of urgency when helping members
• Demonstrated ability to uphold Aetna's values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness
• Strong skillset in the use of the suite of Microsoft Office tools strongly desired
• Ability to work effectively in a team environment
• Ability to learn and retain in a complex environment
• 1 year of call center experience in a fast‑paced environment
• Previous Healthcare Experience

40

Full time

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.

We take pride in our comprehensive and competitive…