Service Advocate, CVS Health

CVS Health

Location:
United States

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 34.15 USD / Hour

Save Job

Job offer has expired

Job Description:

Service Advocate role at CVS Health supporting membership utilizing preventative benefits to help drive healthy lifestyles. Provides support to Customer Service Representatives handling Medicare inbound calls and directly handles escalated member issues.

Job Responsibility:

Support membership utilizing their preventative benefits to help drive healthy lifestyles
Work alongside peers who handle Medicare individual inbound calls
Assist Customer Service Representatives (CSRs) with questions and workflows during active calls
Directly handle escalated member issues, working to de-escalate and resolve concerns efficiently
Act as Single Point of Contact for handling escalated member service inquiries
Engage with and educate members with questions related to the healthy rewards program
Provide support and guidance to CSRs during active calls
Act as a knowledge resource for CSRs, helping to improve their performance and understanding of company services

Requirements:

Strong problem-solving skills with demonstrated ownership qualities
Medicare background is required for the role
Empathy, compassion, and excellent listening skills
Ability to de-escalate situations and remain calm under pressure
Exceptional verbal and written communication skills
Leadership abilities and experience in dealing with member escalations
Ability to mentor, train, and motivate employees, offering feedback for performance improvement
Ability to multitask, identify trends, and maintain attention to detail
Ability to work independently on production based work
Experience in leading and promoting change within organizational structures
High School Diploma or G.E.D. required

Nice to have:

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
Medicare experience preferred
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 and weight management programs
Confidential counseling and 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 18, 2025

Expiration:
September 18, 2025

Employment Type:

Fulltime

Work Type:

Remote work

View All Jobs In This Company

Job Link Share:

Service Advocate