Service Advocate-Fully Remote

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Position Summary

We are currently recruiting top talent for our Service Advocate role in our Medicare Stars Member Advocacy Center. Aetna Medicare’s Member Advocacy Center engages with our members to provide innovative, proactive, and compassionate solutions that exceed our member’s expectations.  

In this role, you will connect with members through many channels including outbound and inbound calls, video conferencing and SMS to answer unasked questions and resolve issues. Our service advocates have 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 campaign. The service advocate will be using several computer-based programs to service the members' needs and will need to be able to work in a metric-based production environment.  

We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. 

We encourage bilingual applicants to apply. 

Fundamental Components/Job Description:  

Medicare Member Advocate:  

• Educates plan benefits, answers questions, and resolves issues based on campaign outreach. 

• 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  

• Connects with members to diminish service disruption and educate members on plans 

• Takes ownership and follows through on commitments 

• Create lasting relationships with our members 

• Work in a team and production-based environment to create world class service 

• Ability to navigate multiple systems 

• Acts as an advocate for our members 

Required Qualifications

• Ability to creatively solve members’ problems and have desire to help and advocate for them 

• Problem solving with demonstrated ownership qualities 

• Demonstrated empathy, compassion and listening skills 

• Window based application knowledge 

Preferred Qualifications

• 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 

• Healthcare and medical terminology knowledge 

• Medical billing and claims process experience 

• Bilingual preferred

Education

High School Diploma or GED 

Pay Range

The typical pay range for this role is:

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.  
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.