[Hiring] Health Advocate @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 Medicaid 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, medications, activities, and follow-up care.

You will talk to providers and members to assist with important health services like setting appointments, filling medications, and providing resources to improve Star health outcomes.

• Inbound and outbound calls to members and providers to help scheduling 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.
• Providing important education to members to help them make good health decisions that improve their health.
• Accurately documenting 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 ability 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

• 1+ year experience with production expectations or high-volume calls heavily preferred.
• 2+ years’ experience with call center or outreach involving members/consumers.
• 3+ years’ experience in a healthcare setting.
• Experience with behavior change.
• Experience working in mental health background.
• Experience working in community health.
• High computer literacy, including ability to troubleshoot issues.
• Proficiency with Windows and web-based applications and digital communication tools.
• 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).

Preferred Qualifications

• Bilingual or multilingual candidates heavily preferred.
• Experience with HEDIS screening measures.
• Medical certification (certified nursing assistant, medical assistant, etc.).
• Professional communication skills.
• Strong active listening and interpersonal skills.

Education and Certification Requirements

• High School Diploma or G.E.D.

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.