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Grievance Analyst – First Call Resolution
| Company | CVS Health |
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| Location | Scottsdale, AZ, USA |
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| Salary | $43888 – $85068 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2 plus years of experience working within a customer service role on several computer applications and complex databases for research, including Microsoft Office products (Excel, Word, and Outlook).
Responsibilities
- Performing quality reviews on Medicare Part D grievance First Call Resolution cases to ensure the cases are resolved according to regulatory requirements and meet the highest expectations for a positive member experience.
- Determine if the case was documented accurately, if thorough research was completed and whether full resolution was provided to the member.
- Forward cases that do not meet all requirements for a complete and accurate resolution to a grievance caseworker.
- Report error trends to leadership so they can be addressed with internal partners.
- Provide support to various operational teams within the Grievance department, as needed, which may include working grievance cases, reviewing member calls, and supporting grievance triage and assignment.
Preferred Qualifications
- Previous experience within Pharmacy Benefit Management (PBM) or pharmaceutical related industry.
- Previous Med D grievance experience.
- Bachelors Degree Preferred.
