Sr Service Advocate

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.

Program Overview

Aetna is expanding our Engagement Hub services! The Engagement Hubs are focused on driving member engagement into Aetna’s Care Management programs, while also delivering care services to members who do not need long term support but have immediate care. Help us elevate our patient care to a whole new level by joining our Member Advisory Team as a Senior Service Advocate. 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

As part of the Member Advisory Team you will be responsible for telephonic outreach to our eligible members to help them make improved decisions about their healthcare. Our advisors demonstrate critical thinking and judgment to facilitate positive health care outcomes for members by providing care coordination, support, and education for members through the use of care management tools and resources.

Fundamental Components

• Initiates telephonic engagement with members for one-time campaigns focused on driving improved health care decisions around topics such as scheduling timely well child visits, avoiding surgery, and monitoring heart health.
• Influences in a caring and supporting manner that results in behavior change and adoption of each campaign’s goal.
• Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members
• 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

• Demonstrate an outgoing, enthusiastic, and caring presence over the telephone to engage in meaningful and relevant conversations with each member, adjusting the conversation to reflect the information being shared by the member, and keeping the focus on improved health outcomes.
• Demonstrates an ability to be agile and adapt to change with enthusiasm
• Effectively meets daily metrics with speed, accuracy, and a positive attitude

Required Qualifications:

• At least 2 years of experience in customer service, retail or inside sales, or health coaching
• Call center experience is preferred
• 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 strongly preferred
• Bilingual (Spanish) preferred
• Schedule: Monday-Friday 9:00am -6:00pm

Education and Certification Requirements

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

Pay Range

The typical pay range for this role is:

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

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.