Service Advocate - Fully Remote - Remote Eligible

Service Advocate

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

Are you passionate about helping others and have a talent for problem-solving? Join our team as a Service Advocate. In this role, you will work alongside peers who handle Medicare individual inbound calls, serving as a crucial support system for Customer Service Representatives (CSRs). Your role will involve assisting CSRs with questions and workflows during active calls, providing accurate and timely support. You will also directly handle escalated member issues, working to de-escalate and resolve concerns efficiently. As the Single Point of Contact for handling escalated member service inquiries, you will act with fast knowledge using integrated service tools, engaging, consulting, and educating members based on their unique needs and preferences.

Key Responsibilities

• 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.

Required Qualifications

• 1+ years of Customer experience
• Strong problem-solving skills with demonstrated ownership qualities.
• 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.
• Experience in leading and promoting change within organizational structures.

Preferred Qualifications

• 1+ years of Medicare 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

Education

• High School diploma or equivalent.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $34.15

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.