Senior Service Advocate

CVS Health; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

CVS Health is seeking a Sr. Service Advocate to serve as the primary point of contact for member service inquiries. This role involves resolving complex issues, educating members about services, and using strong communication skills to enhance member satisfaction. Ideal candidates will have a solid background in customer service, preferably in a call center or retail environment, and a high school diploma or equivalent.

Benefits

Affordable medical plan options

401(k) plan with company contributions

Employee stock purchase plan

No-cost wellness programs

Flexible work schedules

Tuition assistance

Qualifications

• Strong communication skills required.
• Customer service experience preferred in a call center or retail location.
• Ability to handle complex issues with sensitivity.

Responsibilities

• Serve as the single point of contact for member service inquiries.
• Resolve member issues using integrated service tools.
• Consult and educate members based on unique needs.

Skills

Communication skills

Problem-solving skills

Empathy

Multitasking

Education

High School Diploma or G.E.D.

Some college preferred

Tools

Microsoft Word

Microsoft Excel

Job description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary
The Sr. Service Advocate serves as the Single Point of Contact for handling member service inquiries, issues and process requests received via telephone. Acts with fast knowledge using integrated service tools. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of the ISM suite of services.

Required Qualifications
• Ability to build a trusting relationships by taking accountability to fully understand the member’s needs.
• Ability to resolve complex issues with sensitivity and discretion.
• Uses communication skills to build relationships with both internal and external members/constituents.
• 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.
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

Preferred Qualifications
Strong communication skills
Understanding of medical terminology
Problem solving skills
Computer literate, Microsoft Word and Excel experience a plus

Education
High School Diploma or G.E.D.
Some college preferred

Anticipated Weekly Hours

40

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary
The Sr. Service Advocate serves as the Single Point of Contact for handling member service inquiries, issues and process requests received via telephone. Acts with fast knowledge using integrated service tools. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of the ISM suite of services.

Required Qualifications
• Ability to build a trusting relationships by taking accountability to fully understand the member’s needs.
• Ability to resolve complex issues with sensitivity and discretion.
• Uses communication skills to build relationships with both internal and external members/constituents.
• 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.
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

Preferred Qualifications
Strong communication skills
Understanding of medical terminology
Problem solving skills
Computer literate, Microsoft Word and Excel experience a plus

Education
High School Diploma or G.E.D.
Some college preferred

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $38.82

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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/06/2025

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

About the company

At CVS Health, we share a clear purpose: helping people on their path to better health. Through our health services, plans and community pharmacists, we’re pioneering a bold new approach to total health. Making quality care more affordable, accessible, simple and seamless, to not only help people get well, but help them stay well in body, mind and spirit.

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