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Service Advocate

at CVS Health

Posted: 10/10/2020
Job Reference #: 72726BR
Categories: Customer Service
Keywords: support, service

Job Description

Job Description
We are currently recruiting top talent for our Outbound Service Advocate role in our Member Advocacy Center (Medicare Stars MAC Team). Aetna Medicare’s Member Advocacy Center outreaches to our members to provide innovative, proactive and compassionate solutions that exceed our member’s expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. This position requires answering questions and resolving issues based on outbound phone calls to Medicare members. This position requires a high degree of empathy and patience. This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits based on the outbound campaign.

Fundamental Components
A Medicare Member Advocate will:
  • Educates plan benefits, answers questions and resolves issues based on outreach campaign calls.
  • Documents and tracks contacts with members.
  • Educates members on our self-service options
  • Follows campaign guidelines for exceptional service
  • Exceeds member expectations
  • Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered
  • Respond to inquiries from our Medicare Advantage members
  • Conducts targeted outbound calls to diminish service disruption and educate members on new plans
  • Takes ownership and follows through on commitments
  • Create lasting relationships with our members
  • Work in a team environment to create world class service
  • Ability to navigate multiple systems
  • Acts as an advocate for our members

Background Experience

  • Medicare Experience Preferred
  • Ability to creatively solve members’ problems and have desire to help and advocate for them
  • Proven leadership skills
  • Demonstrate ability to de-escalate situations
  • Effective communication and documentation skills
  • Ability to quickly learn new skills and apply them
  • Demonstrated skills to multitask and problem solve.
  • Problem solving with demonstrated ownership qualities
  • Demonstrated empathy, compassion and listening skills
  • Window based application knowledge
  • High School Diploma or GED
Please note that multiple opportunities are currently available to join the team, including bilingual opportunities!

Additional Job Information
Strong communications skills.Strong analytical skills focusing on accuracy and attention to detail.Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word.Understanding of medical terminology.Ability to maintain accuracy and production standards.Negotiation skills.Problem solving skills.

High School diploma, G.E.D. or equivalent experience

Percent of Travel Required
0 - 10%

Business Overview
Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!