[Hiring] Member Advocate @CVS Health

Role Description

The Member Advocate is a fully remote position that is aligned to a 24-hour contact center operation supporting our Resources for Living (EAP) product and/or our Behavioral Health (BH) product. Employees are required to support holiday coverage at a reduced staffing level, which means working some holidays and observing the holiday on others. Shift/schedule will be assigned during onboarding.

Aetna Mental Wellbeing’s Member Advocate position is ideal for someone with strong interpersonal skills, a passion for mental wellness advocacy, and is comfortable working in a fast-paced and emotionally sensitive setting.

Key Responsibilities:

• Takes inbound calls from members and determines the quickest, most effective ways to answer member questions.
• Maintains member records within the overall member management system.
• Provides introductory information and connects members with additional and appropriate benefits/external resources.
• Sends outbound e-mails to members as needed.
• Supports members with troubleshooting and deescalating where needed.
• Escalates queries and concerns when it is deemed necessary.
• Ensures that members are satisfied with products/services by handling complaints and inquiries.
• Works with the customer service team to share solutions and processes.
• Embodies the CVS Core values in each interaction.

Qualifications

• 1-3 years of call center and/or customer service experience.
• Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs.
• A private and confidential workspace free from distractions.
• Time management skills to promptly respond to e-mails, call, and chat messages.
• Active listening skills to effectively handle members who may be upset.

Requirements

• Bachelor’s degree or in pursuit of a Bachelor’s degree in a related field (preferred).
• 1-3 years of healthcare experience (preferred).
• Bilingual or multilingual skills are a plus (preferred).
• A high school diploma or equivalent.

Benefits

• Comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families.
• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.