Senior Coordinator - Social Media Resolution Team

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.The shift for this role is Monday-Friday, 11:00 AM-7:30 PM EST. Open to all U.S. time zones, provided the candidate can work these hours.This individual will be responsible for managing social media complaints and inquiries across all Aetna products, driving resolution through thoughtful, customer-centric engagement. Issues may be multifaceted and require coordination across multiple business units. The role demands timely, empathetic responses and a proactive approach to identifying trends and recommending solutions.The Social Media Team supports enterprise-level escalations and monitors platforms seven days a week, including weekends and holidays. This position requires regularly scheduled weekend coverage.Required Qualifications:

• Ability to work the designated shift: Monday-Friday, 11:00 AM-7:30 PM EST
• Flexibility to support weekend coverage
• Flexibility to participate in holiday rotation
• Minimum 6 months of experience interpreting Aetna benefit language from SPDs or COCs
• Minimum 6 months of experience in one or more of the following areas:

• HMO and/or Traditional claim platforms, products, and benefits
• Patient management
• Contract drafting
• Compliance and regulatory analysis
• Special investigations
• Provider relations
• Customer service or audit functions

• Bilingual proficiency in Spanish and English
• Familiarity with major social media platforms
• Ability to work independently and collaboratively in a fast-paced environment

• High School Diploma or GED required

• 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.