Experienced Customer Advocate - Transforming Healthcare through Personalized Service and Clinical Support

Join the CVS Health Team: Revolutionizing Healthcare with Heart

At CVS Health, we're on a mission to redefine the healthcare experience. With a strong commitment to delivering enhanced, human-centric care, we're seeking a dedicated and passionate individual to join our team as an A1A Service Advocate. As a key member of our Aetna One Advocacy program, you'll play a vital role in providing personalized support and clinical guidance to our members nationwide.

About Us: Bringing Heart to Every Moment of Your Health

CVS Health is a leading healthcare innovator, driven by a clear purpose: to bring our heart to every moment of your health. Our brand is built around the concept of "heart," emphasizing the importance of delivering care with compassion, empathy, and understanding. As a member of our team, you'll be part of a dynamic organization that's shaping the future of healthcare.

Position Summary: A1A Service Advocate

We're looking for a skilled and empathetic A1A Service Advocate to join our team. This role requires a strong foundation in customer service, excellent communication skills, and the ability to multitask in a fast-paced environment. As an A1A Service Advocate, you'll be responsible for providing premium support to our members, addressing their needs, and advocating on their behalf.

Key Responsibilities:

• Engage with members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience.
• Address all members' needs, from benefits and network services to clinical and emotional support, backed by local resources in the member's community.
• Work in multiple systems simultaneously to resolve member concerns, leveraging data analytics and white-glove service to create a trusted partner in health.
• Take ownership of issue resolution, demonstrating deep problem-solving skills and a commitment to delivering exceptional member experiences.
• Collaborate with cross-functional teams to maximize inbound and outbound touchpoints, creating behavior change and driving member satisfaction.
• Uphold Aetna's values of caring, inspiration, integrity, and excellence in every member interaction and in building team cohesiveness.

Essential Qualifications:

• 6+ months of experience in a customer service role, with a strong track record of delivering exceptional service.
• High School Diploma or G.E.D required.
• Ability to work effectively in a team environment, with a strong skillset in communication, empathy, and problem-solving.

Preferred Qualifications:

• 1+ year of call center experience in a fast-paced environment, with a proven ability to multitask and prioritize tasks.
• Previous healthcare experience, with a deep understanding of the healthcare industry and its complexities.
• Intermediate typing skills (50 WPM strongly desired), with proficiency in Microsoft Office tools.
• Strong written and verbal communication skills, with the ability to adapt to a fast-paced, changing environment.

Skills and Competencies:

• Excellent communication and interpersonal skills, with the ability to connect with diverse audiences.
• Strong problem-solving skills, with a demonstrated ability to own issue resolution and drive member satisfaction.
• Ability to multitask, prioritize, and effectively adapt to a fast-paced environment.
• Empathy, compassion, and a strong commitment to delivering exceptional member experiences.

Career Growth Opportunities and Learning Benefits

At CVS Health, we're committed to supporting the growth and development of our team members. As an A1A Service Advocate, you'll have access to comprehensive training programs, ongoing coaching, and opportunities for career advancement. Our commitment to learning and development will help you build a rewarding and fulfilling career.

Work Environment and Company Culture

Our A1A Service Advocates are based in one of our supporting locations in New Albany, Ohio, or Chandler, Arizona, for an initial 12-week training period. After completing training, you'll have the option to work from home if you're in good standing. We're committed to fostering a culture that values diversity, inclusivity, and work-life balance.

Compensation, Perks, and Benefits

We offer a competitive salary range of $17.00 - $28.46 per hour, depending on experience, education, and geography. In addition to your compensation, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Fully-paid term life insurance plan and short-term and long-term disability benefits.
• Numerous well-being programs, education assistance, and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays throughout the calendar year.

Join Our Team: Apply Today!

If you're passionate about delivering exceptional customer experiences and driving positive change in the healthcare industry, we want to hear from you. Even if you feel you're not a perfect match, we'd still love to hear from you. Apply now to join our friendly team and become part of a dynamic organization that's shaping the future of healthcare.

Don't miss this opportunity to make a real impact. Apply today and join the CVS Health team!