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.

Job Description Summary:

Are you passionate about helping others and have a talent for problem-solving? Join our team as a Service Advocate. In this role, you will work alongside peers who handle Medicare individual inbound calls, serving as a crucial support system for Customer Service Representatives (CSRs). Your role will involve assisting CSRs with questions and workflows during active calls, providing accurate and timely support. You will also directly handle escalated member issues, working to de-escalate and resolve concerns efficiently. As the Single Point of Contact for handling escalated member service inquiries, you will act with fast knowledge using integrated service tools, engaging, consulting, and educating members based on their unique needs and preferences.

 

Key Responsibilities:

 

Provide support and guidance to CSRs during active calls, helping them navigate questions and workflows.

Handle escalated member service inquiries and issues, working to de-escalate and resolve concerns efficiently.

Engage with and educate members based on their unique needs and preferences, using integrated service tools.

Act as a knowledge resource for CSRs, helping to improve their performance and understanding of company services.

 

Required Qualifications:

 

• Strong problem-solving skills with demonstrated ownership qualities.
• Empathy, compassion, and excellent listening skills.
• Ability to de-escalate situations and remain calm under pressure.
• Exceptional verbal and written communication skills.
• Leadership abilities and experience in dealing with member escalations.
• Ability to mentor, train, and motivate employees, offering feedback for performance improvement.
• Ability to multitask, identify trends, and maintain attention to detail.
• Experience in leading and promoting change within organizational structures.

 

Preferred Qualifications:

 

• Intermediate skills with Windows-based applications.
• Previous experience handling escalated member issues.
• Effective communication and documentation skills.
• Quick learner with the ability to apply new skills quickly.
• Medicare experience preferred.
• Strong analytical skills focusing on accuracy and attention to detail.
• Understanding of medical terminology and strong problem-solving and negotiation skills.
• Computer literacy to navigate internal/external systems.
• Bilingual Spanish

 

Education:

 

High School Diploma or G.E.D. required.

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.  
 
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 jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 10/01/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.