National Accounts: Dedicated Field Services Advocate

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. The Field Services Advocate is empowered to serve as a bridge between an Aetna National Accounts client’s members, the customer Benefit Service Center, HR colleagues and Total Rewards Team to promote available health and wellness programs, tools, and resources, including those offered by Aetna as well as the client’s other vendors. This can include providing both administrative and clinical support to members as well as navigating them through the health system, providing support on claims issues, and answering coverage-level questions. The Field Services Advocate is an empathetic and accountable individual responsible for providing end-to-end support to the customer’s members through an ‘Apple Store genius bar’-like experience. As a single point-of-contact, this person builds trust with members, demonstrates ownership for the resolution of issues, and acts with fast knowledge using integrated service tools. This person develops a deep understanding of individual members’ needs by determining a members health ambition, using predictive analytics to build a 360˚ view of the member, and by providing multi-channel support in line with member preferences. Field Services Advocates engage members through personalized, effective, and frequent touchpoints to deliver a simple, powerful, and initiative-taking experience.