Transforming Healthcare through Exceptional Customer Service
At CVS Health, we're on a mission to bring our heart to every moment of your health. As a leading healthcare organization, we're committed to delivering enhanced human-centric health care that's more personal, convenient, and affordable. Our purpose is at the heart of everything we do, guiding our commitment to innovate and deliver solutions that make a real difference in people's lives.
About the Role: Client Advocate (Meritain Health) - Remote
We're seeking a highly skilled and motivated Client Advocate to join our team on a remote basis. As a Client Advocate, you will play a critical role in supporting the service and administration of Aetna's products, driving profitable growth through strong relationships and effective process execution. If you're passionate about delivering exceptional customer service and have a strong analytical mindset, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Develop and execute customer product/plan administration, ensuring seamless delivery of Aetna's products to customers.
- Meet with customers at least quarterly to discuss service levels, expectations, and process improvements, identifying gaps and developing solutions.
- Identify and resolve customer-specific service issues, collaborating with other areas to implement effective solutions.
- Respond to customer requests for claim analysis, plan design changes, and benefit questions, providing timely and accurate support.
- Collaborate with the account management team to achieve growth and renewal objectives, assisting in the preparation and delivery of renewal packages.
- Support all plan administration activities, including installation, plan set-up, eligibility, billing, and drafting, working proactively with support areas.
- Manage open enrollment activities, ensuring a smooth and efficient process for customers.
- Promote Navigator usage and implement strategies to increase adoption, driving value for customers.
- Notify customers of Aetna policy changes, determining impact and providing consultative support.
- Support scheduling of customer meetings and preparation for these meetings, ensuring effective communication and engagement.
Essential Qualifications
To succeed in this role, you'll need:
- 1-3 years of experience in healthcare customer service, with a strong track record of delivering exceptional service.
- An excellent customer service mindset, with a passion for building strong relationships.
- Strong critical thinking and analytical skills, with the ability to analyze complex data and develop effective solutions.
- Proficiency with Outlook, Microsoft Office (Word, Excel, PowerPoint), and Teams, with the ability to learn new systems and tools.
- Effective communication skills, both verbal and written, with the ability to present information confidently in a group setting.
- The ability to learn quickly and work with minimal supervision, with a strong sense of self-motivation.
Preferred Qualifications
While not essential, the following qualifications will be considered a plus:
- Experience with Data General (DG) and Salesforce, with a strong understanding of CRM systems.
- Prior experience in the health insurance industry, working with complex accounts and self-funded plans.
- Account management experience in the health insurance industry, with a proven track record of driving growth and renewal.
Education and Compensation
A Bachelor's degree or equivalent work experience (HS diploma + 4 years relevant experience) is required for this role. The typical pay range for this position is $43,888 - $85,068, with the actual base salary offer dependent on factors such as experience, education, and geography. In addition to your base salary, you'll be eligible for a CVS Health bonus, commission, or short-term incentive program.
Benefits and Perks
At CVS Health, we offer a comprehensive benefits package that includes:
- A full range of medical, dental, and vision benefits.
- A 401(k) retirement savings plan and Employee Stock Purchase Plan.
- A fully-paid term life insurance plan and short-term and long-term disability benefits.
- Numerous well-being programs, education assistance, and free development courses.
- A CVS store discount and discount programs with participating partners.
- Paid Time Off (PTO) and paid holidays throughout the calendar year.
Career Growth and Development
As a Client Advocate at CVS Health, you'll have opportunities to grow and develop your skills, advancing your career in a dynamic and supportive environment. Our Heart At Work Behaviors guide our culture, empowering colleagues to innovate and deliver solutions that make a real difference in people's lives.
Why Join CVS Health?
At CVS Health, we're committed to putting our heart into caring for our colleagues and communities. We're a leading healthcare organization that's passionate about delivering exceptional customer service and driving innovation in the industry. If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply for this exciting opportunity.
Don't miss this chance to join our team and make a real difference in the lives of our customers. Apply now and take the first step towards a rewarding career with CVS Health!
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