Service Advocate, Operations – Work From Home

We are seeking a highly skilled and compassionate Service Advocate to join our team at Aetna, a CVS Health company. As a Service Advocate, you will play a vital role in delivering exceptional customer service and support to our Medicare members, empowering them to make informed decisions about their healthcare. This is a full-time, remote position, offering a competitive salary and comprehensive benefits package.

Job Summary:

The Service Advocate will collaborate with members via various channels (digital, phone) and conduct outreach efforts to motivate and empower healthy behaviors through creative, empathetic, and compassionate communications. The goal of every outreach is to ensure that each member has a clear understanding of the available benefits offered under their Medicare plan for specific screenings and medications.

Key Responsibilities:

• Conduct inbound and outbound calls to members who may benefit from designated services, including healthcare visits/screenings, vaccinations, or prescription refills.
• Capture barriers and collect data, utilizing persuasive speaking skills to provide solutions and facilitate closing gaps in care.
• Ensure that each member is treated professionally, with respect, and that all questions are thoroughly answered and addressed.
• Act as a liaison and assist with coordinating care between health planning, providers, and pharmacies.
• Effectively listen and gather member-reported data elements in the CRM tool to support clinical record pursuit for HEDIS clinical record documentation of services.
• Provide members with the right information at the right time to help them make better decisions about their health and healthcare, improving member experience, retention, and growth.

Requirements:

• Bachelor's degree or equivalent experience.
• At least 2 years of recent and relevant experience working with HEDIS screening measures and behavior change.
• Related experience working directly with members/consumers, ideally in a call center setting.
• Strong communication and interpersonal skills, with the ability to build trust and rapport with members and stakeholders.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work with a leading healthcare company, making a positive impact on the lives of our members.
• Comprehensive training and development programs to support your growth and career advancement.
• Flexible work arrangements, including remote work options.

How to Apply:

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, please submit your application, including your resume and cover letter, to be considered for this exciting opportunity.

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