[Hiring] Service Advocate - Operations @CVS Health

Role Description

Is your passion helping others? Are you a dynamic communicator? A team player? Do you thrive in a fast-paced environment? If so, we are looking for you!

The Healthy Outcomes Team is a health advocacy team looking for dedicated friendly colleagues to help the Medicare population learn about and complete important health screenings and activities.

As a Health Advocate on the Healthy Outcomes Team, you will interact with members telephonically to inspire healthy behaviors. Our goal on each call is to give every member a clear understanding of their benefits for specific screenings and medications.

You will talk to providers and members to assist with important health services, medications, and resources to improve Star health outcomes.

• Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills.
• Working through barriers that stand in the way of our members’ good health.
• Delivering the best member experience through professional empathetic conversations.
• Provide important education to members to help them make good health decisions that improve their health.
• Accurately document conversations in the member’s health record.

Qualifications

• High-energy engagement to provide exceptional service.
• Empathetic, curious, with an enthusiasm for learning.
• Knowledge retention and recall to answer questions and resolve issues.
• Desire to understand and meet our members’ needs and escalate issues for resolution.
• Speed and efficiency to meet business metrics and goals.
• Ability to handle pressure and to stay calm and positive in all situations.
• Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions.
• Ability to absorb and apply new and changing information.
• Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment.

Requirements

• 2+ years’ experience with call center or outreach involving members/consumers.
• 3+ years’ experience in a healthcare setting.
• Experience with HEDIS screening measures.
• Experience with behavior change.

Preferred Qualifications

• Bilingual or multilingual candidates heavily preferred.
• Reliable high-speed internet connection (at least 50mbps) and suitable remote workspace.
• Hard wired connectivity to computer is required (DSL, satellite, and wireless broadband are not permitted).
• Medical certification (certified nursing assistant, medical assistant, etc.).
• Proficiency with Windows and web-based applications and digital communication tools.
• Professional communication skills.
• Strong active listening and interpersonal skills.
• High computer literacy, including ability to troubleshoot issues.

Education and Certification Requirements

• High School Diploma or G.E.D.

Benefits

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