Service Advocate

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/Mission

The Healthy Outcomes Team is a health advocacy team looking for dedicated friendly colleagues to help the Medicare population learn about and complete important health screenings and activities.

As a Health Advocate on the Healthy Outcomes Team, you will interact with members telephonically to inspire healthy behaviors. Our goal on each call is to give every member a clear understanding of their benefits for specific screenings and medications.

You will talk to providers and members to assist with important health services, medications, and resources to improve Star health outcomes.

Your key responsibilities are:

• Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills.

• Working through barriers that stand in the way of our members’ good health

• Delivering the best member experience through professional empathetic conversations

• Provide important education to members to help them make good health decisions that improve their health

• Accurately document conversations in the member’s health record

Your key abilities are:

• High-energy engagement to provide exceptional service

• Empathetic, curious, with an enthusiasm for learning

• Knowledge retention and recall to answer questions and resolve issues

• Desire to understand and meet our members’ needs and escalate issues for resolution

• Speed and efficiency to meet business metrics and goals.

• Ability to handle pressure and to stay calm and positive in all situations

• Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions.

• Ability to absorb and apply new and changing information.

• Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment

Required Qualifications

• 2+ years’ experience with call center or outreach involving members/consumers

• 3+ years’ experience in a healthcare setting

• Professional communication skills

• Strong active listening and interpersonal skills

• High computer literacy, including ability to troubleshoot issues

• Proficiency with Windows and web-based applications and digital communication tools

• Reliable high-speed internet connection (at least 50mbps) and suitable remote workspace

• Hard wired connectivity to computer is required (DSL, satellite, and wireless broadband are not permitted)

Preferred Qualifications

• Bilingual or multilingual candidates

• Experience with HEDIS screening measures

• Experience with behavior change

• Medical certification (certified nursing assistant, medical assistant, etc.)

Education

• High School Diploma or GED (REQUIRED)

Work from Home Requirements

• You must have or be able to obtain a direct/hardwired internet connection to a modem/router within 7 feet of your computer and a minimum download speed of 25 mbs download and 3 mbs upload. WiFi and satellite internet are not permitted.
• A quiet, secure and private designated home virtual work location, free from distractions, tidy and organized, compliant with CVS Health and HIPAA guidelines, and allowing for uninterrupted work during work hours.
• Work-from-Home colleagues are required to work within the state and city where they have confirmed they currently live.
• The company will provide equipment (keyboard, monitor, computer, headset, etc.). All new hires should provide their own workspace furniture (desk or standing desk, as this position would require you to be at your desk for extended periods of time).
• If hired, you will commit to obtaining required internet speeds and adhere to all Work From Home requirements.

Technical and Logistical Requirements

• Device & System Navigation: Comfortable setting up and using multiple monitors and navigating multiple applications simultaneously to streamline tasks and improve efficiency.
• Communication Tools: Ability to communicate on digital channels such as via email, calendar invites, Teams messaging, and virtual meetings.
• Collaboration & Scheduling: Experience with Microsoft Office 365 (Teams, Outlook, Word, Excel, PowerPoint) applications or similar (Google Workspace).
• Systems Access & Security: Ability to Log in to secure systems (e.g., VPN, EHR portal), lock a computer screen when unattended, manage strong passwords, and recognize suspicious emails or links.
• Troubleshooting & Support: Ability to resolve common technical issues independently, such as: restarting an application when frozen, resolving internet connection issues, and contacting IT for unresolved technical issues.

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