Senior Service Advocate

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.Program OverviewHelp us elevate our patient care to a whole new level! Join our Aetna team as an industry leader in serving dual eligible populations by utilizing best-in-class operating and clinical models. You can have life-changing impact on our Dual Eligible Special Needs Plan (DSNP) members, who are enrolled in Medicare and Medicaid and present with a wide range of complex health and social challenges. With compassionate attention and excellent communication, we collaborate with members, providers, and community organizations to address the full continuum of our members' health care and social determinant needs. This is an exciting time to join Aetna, a CVS Health Company, in our journey to change the way healthcare is delivered today. We are health care innovators who provide a human connection when it is needed most.Position Summary

• Initiates engagement with members to introduce the program and drive active participation in completion of their Health Risk Assessment.
• Demonstrates an outgoing, enthusiastic, and caring presence over the telephone.
• Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members.
• Builds a trusting, empathetic relationship with our members by engaging the member in meaningful and relevant conversation prior to and during assessment.
• Accurately and consistently documents each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met.
• Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate.
• Demonstrates an ability to be agile and adapt to change with enthusiasm
• Possess top-notch people skills - listening, caring, connecting, empathizing, and supporting.
• Effectively meets daily metrics with speed, accuracy, and a positive attitude.
• Flexibility with work schedule to meet business needs.

• At least 2 years of experience in customer service, healthcare and/or a call center.
• Demonstrated organizational skills, including effective verbal and written communications skills required.
• Exhibits strong desire and commitment to serving others.
• Proficiency in Microsoft Word and Outlook.

• Data entry and documentation experience within member records is strongly preferred.
• Familiarity with basic medical terminology, health care, and the concepts of care management preferred.
• Bilingual preferred.

• High School diploma or G.E.D. required.
• College degree or equivalent work experience strongly preferred.

• 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.