Service Advocate, CVS Health

CVS Health

Location:
United States, High Point

Category:
Customer Service

Contract Type:
Employment contract

Salary:

18.00 - 25.65 USD / Hour

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Job Description:

Our Advocates work in multiple systems simultaneously to resolve member concerns and provide white-glove service to optimize end-to-end ownership of member support. This role includes addressing member needs from benefits and network services to clinical and emotional support.

Job Responsibility:

Advocates engage members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience
Address all members’ needs – from benefits and network services to clinical and emotional support – all backed by local resources right in the member’s community
Asking the unasked questions, listening for trigger words that may prompt nurse involvement, locate providers, and set appointments for members
Work in multiple systems simultaneously to resolve member concerns

Requirements:

6 plus months in customer service role
Must be within 50 miles as the training is onsite at our A1A location
High School Diploma or G.E.D required

Nice to have:

Strong written & verbal communication skills
Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment
Demonstrated organizational and communication skills
Intermediate typing skills – 50 WPM strongly desired
Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members
Deep problem-solving skills with demonstrated ownership of issue resolution
Possess top-notch people skills – listening, caring, connecting, empathy, and supporting
Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences
Demonstrated propensity for responsiveness and a sense of urgency when helping members
Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness
Strong skillset in the use of the suite of Microsoft Office tools strongly desired
Ability to work effectively in a team environment
Ability to learn and retain in a complex environment
1 year of call center experience in a fast-paced environment
Previous Healthcare Experience

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
Employee stock purchase plan
No-cost programs for colleagues including wellness screenings, tobacco cessation, and 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:
May 29, 2025

Expiration:
June 27, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Service Advocate