Health Benefits Representative

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Analyst, Account Manager at CVS Health, you will play a critical role in supporting client satisfaction, retention, and engagement by serving as a trusted onsite representative to our public sector client. This field-based role centers on delivering responsive, high-touch support to plan sponsors and members, resolving issues, and building lasting relationships throughout the life of the account.

You will act as a key liaison between CVS Health and our clients, offering in-person support across multiple worksites, handling complex benefit and claims inquiries, and providing education during open enrollment and health-related events. This role is ideal for someone with excellent communication skills, knowledge of healthcare benefits, and a passion for serving their community.

Primary Job Duties & Responsibilities:

• Research and Resolve: Handle member inquiries and escalations related to benefits, claims, eligibility, and policy interpretation by identifying root causes, coordinating with internal departments, and delivering timely, accurate solutions.
• Client Relationship Management: Serve as the primary onsite liaison for designated public sector accounts, developing strong working relationships with plan sponsors, benefits teams, and key stakeholders.
• Onsite Engagement: Provide real-time support to plan sponsors and members at various client worksites, ensuring a consistent and high-quality customer experience through visibility and responsiveness.
• Event Management & Representation: Plan and lead open enrollment meetings, employee health fairs, wellness events, and other onsite or virtual engagements to educate and inform members about available benefits and services.
• Reporting & Analytics: Review and interpret data related to claims, utilization, and service issues. Communicate insights and trends to clients in a way that supports transparency, understanding, and decision-making.
• Benefits Expertise: Maintain in-depth knowledge of client-specific benefits, eligibility guidelines, pharmacy services, and CVS Health systems to serve as a subject matter expert and trusted advisor.
• Issue Escalation & Follow-up: Collaborate cross-functionally with internal teams (Eligibility, Claims, Clinical) to track and resolve complex or repeated issues and ensure timely follow-through.
• Compliance & Documentation: Ensure all interactions and activities align with HIPAA, company policies, and contractual obligations. Maintain clear, accurate records of member and client interactions.
• Travel & Territory Management: Regularly travel to client sites. Manage scheduling, site coverage, and communication independently, while prioritizing key stakeholder needs.

Success in the role

Success in this role is driven by a strong sense of teamwork, ownership, and purpose. You thrive when collaborating with colleagues across departments and take pride in knowing that your efforts directly impact client satisfaction and member experience. Key indicators of success include:

• Client Trust & Retention: Building strong, long-term relationships with plan sponsors by consistently delivering responsive, knowledgeable, and personalized support.
• Member Experience: Resolving member issues quickly and empathetically, ensuring they feel heard, supported, and confident in their benefits.
• Collaboration & Teamwork: Partnering effectively with internal teams to resolve issues, share insights, and contribute to collective goals.
• Proactive Problem Solving: Anticipating client and member needs before they escalate, using data and insights to identify trends and drive improvement.
• Ownership & Accountability: Taking initiative to follow through on commitments, manage responsibilities, and represent CVS Health with professionalism and care.
• Visible Impact: Feeling the direct reward of your work through positive client feedback, improved service metrics, and seeing the real-life impact your support has on the client experience.

Required Qualifications:

• 1-2 years of customer service experience.
• Active Florida Health Insurance License 2-15 Life & Health or 2-40 Health Only (or ability to obtain within 120 days of hire).
• Comfortable with regular travel to client sites.
• Strong oral and written communication skills with a customer-first mindset.

Preferred Qualifications:

• 1–2 years of experience in health insurance, healthcare services, or client/account management.
• Familiarity with managed care processes, healthcare sales, or pharmacy benefits.
• Demonstrated experience with client-facing roles, including public sector or union accounts.

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