Service Advocate at CVS Health Phoenix, AZ

CVS Health; Phoenix (AZ); On-site; USD 35,000 - 71,000; Full time

Benefits offered by this job

Affordable medical plan

401(k) matching

Employee stock purchase plan

Wellness programs

Paid time off

Job summary

CVS Health in Phoenix, AZ is seeking a Service Advocate to support members identified as high-priority by resolving concerns and preventing escalations. The role handles inbound calls and serves as the primary contact for follow-ups.

The position requires empathy, problem solving, and the ability to de-escalate, with 1–3 years Medicare experience in GPS/HRP systems. Typical schedule is full-time, 40 hours per week, with pay ranging $17.00–$34.15 per hour and a strong benefits package.

Qualifications

• Demonstrated empathy, compassion and listening skills.
• Ability to creatively solve members' problems and advocate for them.
• Demonstrate ownership qualities in problem solving.
• Ability to de-escalate situations.
• multitask and problem solve.

Responsibilities

• Handle inbound calls and resolve member concerns.
• Identify areas to prevent future calls by considering downstream impact.
• Own identified issues and be the main contact for follow-ups or escalations.

Skills

Empathy and listening

De-escalation

Problem solving

Multitasking

Member advocacy

Education

High School diploma or equivalent

Tools

Microsoft Excel

Quickbase

GPS/HRP systems

Job description

Service Advocate job at CVS Health. Phoenix, AZ. 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 in 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
• Problem solving with demonstrated ownership qualities
• Demonstrated empathy, compassion and listening skills
• Demonstrate ability to de-escalate situations
• Demonstrated skills to multitask and problem solve
• 1-3 years of Medicare Individual and DSNP experience working in GPS, HRP, Market Prominence and other systems required to support members.

Preferred Qualifications

• Window based application intermediate skills
• Previous experience in working with members on escalated issues
• Effective communication and documentation skills
• Ability to quickly learn new skills and apply them
• Knowledge of Quickbase
• 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

We anticipate the application window for this opening will close on: 05/30/2025

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.