Service Advocate

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose : Bringing our heart to every moment of your health.

This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Members of this team are responsible for working with members who have been identified as the highest propensity to complain with the mission of resolving their concerns and any outstanding issues.

The Service Advocate handles inbound calls and looks for areas i which they can further assist the member to prevent future calls by considering down stream impact.

Team Members own the identified issues and are the main contact for the member if the issue requires follow ups or escalations.

Required Qualifications

Ability to creatively solve members’ problems and have the desire to help and advocate for them

o Problem solving with demonstrated ownership qualities

o Demonstrated empathy, compassion and listening skills

o Demonstrate ability to de-escalate situations

o Demonstrated skills to multitask and problem solve

o 1-3 years of Medicare Individual and DSNP experience working in GPS, HRP, Market Prominence and other systems required to support members.

Preferred Qualifications

o Window based application intermediate skills

o Previous experience in working with members on escalated issues

o Effective communication and documentation skills

o Ability to quickly learn new skills and apply them

o Knowledge of Quickbase

o Knowledge of Microsoft Excel

Education

High School diploma or equivalent preferred but not required.

Pay Range

The typical pay range for this role is :

$17.00 - $29.88

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.

The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.

The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits.

CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.

As for time off, Company employees enjoy Paid Time Off ( PTO ) or vacation pay, as well as paid holidays throughout the calendar year.

Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.