Service Advocate

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

Job summary

CVS Health is seeking a Service Advocate to resolve member concerns through effective communication and problem-solving. The role involves handling inbound calls, assisting in issue resolution, and providing compassionate support to members. Ideal candidates should have Medicare experience and the ability to multitask in a fast-paced environment.

Benefits

Medical plan options

401(k) plan with company matching

Employee stock purchase plan

Wellness and counseling programs

Flexible work schedules

Paid time off

Qualifications

• 1-3 years Medicare Individual and DSNP experience.
• Ability to advocate for members and solve problems creatively.
• Effective communication and documentation skills.

Responsibilities

• Handle inbound calls and resolve member concerns.
• Own identified issues and act as the main contact for follow-ups.
• Assist members to prevent future issues.

Skills

Problem solving

Empathy

Listening skills

De-escalation

Multitasking

Education

High School diploma or equivalent

Tools

Microsoft Excel

Quickbase

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

Members of this team are responsible for working with members who have been identified as the highest propensity to complain with the mission of resolving their concerns and any outstanding issues. The Service Advocate handles inbound calls and looks for areas i which they can further assist the member to prevent future calls by considering down stream impact. Team Members own the identified issues and are the main contact for the member if the issue requires follow ups or escalations.

Required Qualifications

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

o Problem solving with demonstrated ownership qualities

o Demonstrated empathy, compassion and listening skills

o Demonstrate ability to de-escalate situations

o Demonstrated skills to multitask and problem solve

o 1-3 years of Medicare Individual and DSNP experience working in GPS, HRP, Market Prominence and other systems required to support members.

Preferred Qualifications

o Window based application intermediate skills

o Previous experience in working with members on escalated issues

o Effective communication and documentation skills

o Ability to quickly learn new skills and apply them

o Knowledge of Quickbase

o Knowledge of Microsoft Excel

Education

High School diploma or equivalent preferred but not required.

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

Members of this team are responsible for working with members who have been identified as the highest propensity to complain with the mission of resolving their concerns and any outstanding issues. The Service Advocate handles inbound calls and looks for areas i which they can further assist the member to prevent future calls by considering down stream impact. Team Members own the identified issues and are the main contact for the member if the issue requires follow ups or escalations.

Required Qualifications

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

o Problem solving with demonstrated ownership qualities

o Demonstrated empathy, compassion and listening skills

o Demonstrate ability to de-escalate situations

o Demonstrated skills to multitask and problem solve

o 1-3 years of Medicare Individual and DSNP experience working in GPS, HRP, Market Prominence and other systems required to support members.

Preferred Qualifications

o Window based application intermediate skills

o Previous experience in working with members on escalated issues

o Effective communication and documentation skills

o Ability to quickly learn new skills and apply them

o Knowledge of Quickbase

o Knowledge of Microsoft Excel

Education

High School diploma or equivalent preferred but not required.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $34.15

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: 06/05/2025

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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