Posted:
9/25/2024, 6:05:32 AM
Location(s):
Ohio, United States
Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior
Field(s):
Customer Success & Support ⋅ Sales & Account Management
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
We are currently recruiting top talent for our Service Advocate role in our Medicare Stars Member Advocacy Center. Aetna Medicare’s Member Advocacy Center engages with our members to provide innovative, proactive, and compassionate solutions that exceed our member’s expectations.
In this role, you will connect with members through many channels including outbound and inbound calls, video conferencing and SMS to answer unasked questions and resolve issues. Our service advocates have a high degree of empathy and patience.
This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits based on the campaign. The service advocate will be using several computer-based programs to service the members' needs and will need to be able to work in a metric-based production environment.
We are the knowledgeable, trusted, advocates for our members. The key to our success is our people.
We encourage bilingual applicants to apply.
Fundamental Components/Job Description:
Medicare Member Advocate:
Educates plan benefits, answers questions, and resolves issues based on campaign outreach.
Documents and tracks contacts with members.
Educates members on our self-service options
Follows campaign guidelines for exceptional service
Exceeds member expectations
Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered
Respond to inquiries from our Medicare Advantage members
Connects with members to diminish service disruption and educate members on plans
Takes ownership and follows through on commitments
Create lasting relationships with our members
Work in a team and production-based environment to create world class service
Ability to navigate multiple systems
Acts as an advocate for our members
Required Qualifications
Ability to creatively solve members’ problems and have desire to help and advocate for them
Problem solving with demonstrated ownership qualities
Demonstrated empathy, compassion and listening skills
Window based application knowledge
Preferred Qualifications
Proven leadership skills
Demonstrate ability to de-escalate situations
Effective communication and documentation skills
Ability to quickly learn new skills and apply them
Demonstrated skills to multitask and problem solve
Healthcare and medical terminology knowledge
Medical billing and claims process experience
Education
High School Diploma or GED
Pay Range
The typical pay range for this role is:
$17.00 - $28.46This 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.
For more detailed information on available benefits, please visit Benefits | CVS Health
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Website: https://cvshealth.com/
Headquarter Location: Woonsocket, Rhode Island, United States
Employee Count: 10001+
Year Founded: 1963
IPO Status: Public
Last Funding Type: Post-IPO Equity
Industries: Health Care ⋅ Medical ⋅ Pharmaceutical ⋅ Retail ⋅ Sales