Senior Service Advocate

CVS Health; Pennsylvania; Hybrid; USD 26,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Medicare Individual Customer Service Representative to serve as the single point of contact for member inquiries by phone. You will listen, ask questions, and resolve issues through research, documentation, and follow-through to guide members based on their needs.

The role emphasizes accuracy, empathy, and collaboration with internal partners to ensure high-quality service and member satisfaction. 40-hour weeks with comprehensive benefits are offered.

Qualifications

• 1+ years of customer service experience.
• Ability to multitask and manage multiple functions/products.
• Strong communication and professional interaction with members.

Responsibilities

• Handle inbound member calls and serve as the primary contact for service questions.
• Verify member information and document interactions in required systems.
• Educate members on benefits and coverage topics with clear language.
• Resolve member concerns by researching and following approved processes.
• De-escalate difficult calls to maintain member satisfaction.
• Meet or exceed quality, timeliness, and service experience standards.
• Collaborate with internal partners to resolve issues and close commitments.

Skills

Customer service experience

Time management

Strong communication

Professionalism

Education

High School or GED

Tools

Microsoft Office

Job description

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

The Medicare Individual Customer Service Representative serves as the Single Point of Contact for member service inquiries and requests received by telephone. The role supports Individual Medicare members by listening carefully, asking the right questions, and resolving issues through accurate research, documentation, and follow-through. This position uses multiple systems to consult, educate, and guide members based on their individual needs.

Key responsibilities

• Handle inbound member calls and serve as the primary contact for service-related questions, issues, and requests
• Verify member information, gather details, and accurately document interactions and outcomes in required systems
• Research and resolve concerns by navigating multiple tools, policies, and resources to determine next best steps
• Educate members on benefits, coverage-related topics, and available resources using clear, respectful, plain language
• Support members who raise medical concerns by asking clarifying questions, following approved processes, and connecting them to the appropriate resources when needed
• Manage multiple tasks during and after calls (notes, follow-ups, case routing, and updates) while maintaining quality and productivity expectations
• De-escalate difficult calls by remaining calm, showing empathy, and working toward resolution and member satisfaction
• Meet or exceed performance standards related to quality, timeliness, and overall service experience
• Collaborate with internal partners as needed to resolve member issues and close the loop on commitments

Required Qualifications

• 1+ years of customer service experience
• Must reside in EST/CST time zone
• Ability to build trusting relationships by taking accountability to fully understand the member's needs
• Ability to multitask and handle multiple functions and/or multiple products while maintaining and/or exceeding performance standards
• Demonstrates professionalism and presents a positive image when interacting with members and constituents
• Demonstrates strong member focus and utilizes all available resources to ensure prompt member satisfaction
• Demonstrates functional expertise and leadership ability
• Strong communication skills

Preferred Qualifications

• Microsoft Office experience
• 1+ year of Medicare Service experience

Education

• High School or GED equivalent

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.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

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 and on Benefits Moments.

We anticipate the application window for this opening will close on: 09/15/2026

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