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.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
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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 ExcelEducation
High School diploma or equivalent preferred but not required. Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:$17.00 - $34.15This 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.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- 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.