[Remote] Customer Service Representative, Omnicare (Monday-Friday between 8:30am-6:30pm EST)

Note: The job is a remote job and is open to candidates in USA. Omnicare employs this phone-based Customer Service Representative to support long-term care residents, responsible parties, and facility partners. The role resolves account and billing inquiries, verifies insurance information, processes payments, and maintains compliance while helping improve the customer experience and operational effectiveness.

Responsibilities

• Serve as the primary customer support resource for long-term care residents, responsible parties, and facility staff regarding account inquiries and billing concerns
• Collect, review, and verify account-specific information, including billing details, insurance coverage, payer information, and applicable coding
• Update, maintain, and document customer account activities within designated work campaigns and servicing platforms
• Review account status to verify accuracy, identify discrepancies, and take appropriate action to progress accounts toward resolution
• Conduct outbound calls to customers, responsible parties, insurance providers, and facilities to reconcile account issues and resolve outstanding balances
• Process customer payments accurately and perform follow-up activities to ensure proper posting and account resolution
• Research and resolve billing questions, payment concerns, and account discrepancies in a professional and timely manner
• Maintain detailed and accurate documentation of all customer interactions and account activity
• Ensure compliance with all federal and state regulations, company policies, privacy standards, and departmental procedures
• Participate in corporate campaigns, special projects, and strategic initiatives that support organizational goals and leadership-directed objectives
• Collaborate with internal departments to resolve customer concerns and improve overall service delivery
• Meet established performance, quality, and productivity standards while delivering a positive customer experience
• Perform other duties as needed

Skills

• 1+ year of experience in a high-volume call center environment
• 1+ year of experience with health insurance billing, including Medicaid, Medicare, and/or Medicare Part D
• Demonstrated proficiency in working multiple systems simultaneously, as well as with Microsoft Office (Outlook, Word, Excel)
• High school diploma or GED
• Previous experience in a long-term care and/or pharmaceutical environment
• Strong written and verbal communication skills
• Demonstrated professional demeanor in all communications
• Excellent attention to detail
• Strong administrative and data entry skills
• Ability to build relationships with customers and members
• Excellent customer service skills
• Strong problem-solving, investigative, and conflict-resolution skills
• Associate's degree

Benefits

• Eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range.
• Remote, work-from-home role.
• Eligible for a comprehensive benefits package, based on eligibility.
• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs

Company Overview