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. **Inbound Queue Associate – Behavioral Health (12pm–8:30pm EST, Mon–Fri)** _Make a meaningful impact by helping patients, providers, and care teams get the support they need._ **About the Role** As an **Inbound Queue Associate – Behavioral Health** , you’ll be on the front lines supporting members, providers, and facilities with pre‑certification inquiries for Medicare, Medicaid and Commercial Insurance plans. This is an excellent opportunity for someone with strong customer service skills who wants to grow in the healthcare or behavioral health space. You’ll handle incoming communications, verify benefit eligibility, document important health information, and ensure each caller receives compassionate, accurate, and timely assistance. **✨ What You’ll Do** + Manage inbound calls, faxes, and electronic requests from members and providers regarding pre-certification requests. + Build strong working relationships with team members to ensure smooth communication and fast issue resolution. + Review service requests and refer them to appropriate medical services staff. + Approve services that do not require medical review—following all benefit guidelines. + Conduct non‑clinical research such as eligibility checks, benefits verification, and coordination of benefits (COB). + Maintain clear, complete, and compliant documentation to meet regulatory, accreditation, and risk‑management standards. + Protect all member information and follow HIPAA and confidentiality policies. + Collaborate with Aetna Case Managers for members enrolled in additional support programs. + Escalate complex issues to management when additional follow‑up is required. + Capture detailed call notes in the company system to document needs, outcomes, and next steps. + Provide outstanding customer service with empathy, active listening, and professionalism. **📘 Education & Experience Requirements** **Minimum:** + High school diploma or equivalent + 2+ years of customer service experience + 2+ years of call center experience **Preferred:** + Familiarity with medical terminology or care‑management concepts + 2–4 years’ experience in a medical or clinical support role (e.g., medical assistant, office assistant) + Excellent communication and organizational skills + Strong computer skills (Microsoft Word, Excel, and internal systems) + Ability to work effectively within a multi‑disciplinary team **🕒 Schedule** + **Shift:** Monday–Friday, **12:00 PM – 8:30 PM EST** + **Training:** 8‑week training period, **8:00 AM – 4:30 PM EST** + **Holidays:** Some holiday shifts required **Why You’ll Love This Role** + You’ll make a direct impact on members navigating behavioral health care. + You’ll join a supportive team environment with opportunities to grow. + You’ll use and expand your problem‑solving, communication, and service‑oriented skills. + You’ll gain valuable knowledge in healthcare operations and insurance processes. **Anticipated Weekly Hours** 40 **Time Type** Full time **Pay Range** 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. **Great benefits for great people** 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 https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 02/28/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.