Service Advocate, CVS Health

Service Advocate

CVS Health

Location:
United States, San Antonio

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

Service Advocate role supporting Medicare individual inbound calls, serving as crucial support for Customer Service Representatives, handling escalated member issues, and working to de-escalate and resolve concerns efficiently

Job Responsibility:

Provide support and guidance to CSRs during active calls, helping them navigate questions and workflows
Handle escalated member service inquiries and issues, working to de-escalate and resolve concerns efficiently
Engage with and educate members based on their unique needs and preferences, using integrated service tools
Act as a knowledge resource for CSRs, helping to improve their performance and understanding of company services

Requirements:

1+ years of customer service experience such as call center and/or retail
Strong problem-solving skills with demonstrated ownership qualities
Empathy, compassion, and excellent listening skills
Ability to de-escalate situations and remain calm under pressure
High School diploma or equivalent preferred but not required

Nice to have:

1+ years of Medicare knowledge experience
Intermediate skills with Windows-based applications
Previous experience handling escalated member issues
Effective communication and documentation skills
Quick learner with the ability to apply new skills quickly
Strong analytical skills focusing on accuracy and attention to detail
Understanding of medical terminology and strong problem-solving and negotiation skills
Computer literacy to navigate internal/external systems
Bilingual Spanish

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
Wellness screenings
Tobacco cessation programs
Weight management programs
Confidential counseling
Financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
September 01, 2025

Expiration:
October 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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