[Hiring] Senior Representative, Member Advocate @CVS Health

Role Description

As a Sr Rep, Member Advocate, you will serve as a trusted first point of contact for members seeking support through Aetna Mental Wellbeing's Resources For Living (EAP) and Behavioral Health (BH) programs. This fully remote position requires strong interpersonal skills, emotional intelligence, and the ability to confidently leverage digital communication platforms to deliver exceptional member experiences.

Operating within a 24/7 contact center environment, the Sr. Rep, Member Advocate primarily supports members through chat interactions while also receiving training to assist with inbound calls. In this role, you will:

• Assess member needs, provide guidance and support, and connect individuals to the most appropriate level of care, whether through Employee Assistance Program services or Behavioral Health resources.
• Support holiday operations through a rotating coverage model, including working some holidays while observing others.

Key Responsibilities

• Deliver compassionate, member-centered support through digital chat and phone channels.
• Assess member needs and guide individuals to the appropriate Mental Wellbeing resources and services.
• Connect members to the right level of care across EAP and Behavioral Health solutions.
• Navigate multiple systems and digital platforms efficiently while maintaining a high-quality member experience.
• Demonstrate empathy, professionalism, and sound judgment during emotionally sensitive interactions.
• Contribute to a collaborative, high-performing team focused on improving access to mental health and wellbeing services.

Qualifications

• 3+ years of call center and/or customer service experience.
• 2+ years of healthcare experience required.
• Skilled in navigating multiple applications concurrently while maintaining proficiency in Microsoft Teams and Outlook.
• 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, calls, and chat messages.
• Active listening skills to effectively handle members who may be upset.

Preferred Qualifications

• Bachelor’s degree or in pursuit of a Bachelor’s degree in a related field.
• One to three years of healthcare experience is preferred.
• Bilingual or multilingual skills are a plus.

Education

• A high school diploma or equivalent is required.

Anticipated Weekly Hours

• 40

Time Type

• Full time

Pay Range

The typical pay range for this role is: $18.50 - $35.29. 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. This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay range listed above.

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include:

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs and other resources, based on eligibility.

Additional details about available benefits are provided during the application process.