Join Our Mission to Transform Healthcare
At CVS Health, we're driven by a singular purpose: to bring our heart to every moment of your health. Our commitment is to deliver enhanced, human-driven healthcare for a rapidly evolving world. As a key player in our organization, you'll be empowered to make a difference in the lives of our members and contribute to our culture of growth and innovation.
About the Role
We're seeking a dedicated and compassionate Service Advocate to join our Solid Results Team, working from the comfort of your own home. As a Health Advocate, you'll be the vital link between our members and the healthcare services they need. Your mission will be to motivate and empower healthy behaviors through creative, empathetic, and compassionate communications.
Key Responsibilities:
- Engage with members through various channels (digital, phone) to promote healthy behaviors and ensure they understand their available benefits under their government healthcare plan.
- Conduct inbound and outbound calls to members who may benefit from assigned services, including healthcare visits/screenings, immunizations, or prescription refills.
- Effectively capture barriers and collect data, utilizing persuasive speaking skills to provide solutions and close gaps in care.
- Provide top-tier support to every member, ensuring they're treated professionally and with respect.
- Act as a liaison and help coordinate care between health plans, providers, and pharmacies.
- Proactively listen and gather member-reported data elements in our CRM tool to support clinical record research for HEDIS clinical record documentation.
- Deliver timely and relevant information to members, enhancing their insight, retention, and growth through efficient coordination services.
- Build trusting relationships with members by taking ownership to understand their needs fully.
- Guide members through programs, Aetna tools, and resources to support healthy behaviors.
- Document and track all member contacts, events, and outcomes through appropriate systems and processes.
- Utilize professional communication skills to build strong relationships with both internal and external stakeholders.
- Handle multiple functions and products while maintaining or exceeding performance standards.
- Identify issues that require escalation and provide recommendations for resolution.
- Demonstrate expertise and present a positive image of the organization while engaging with members and stakeholders.
- Uphold individual, team, and business goals and initiatives, taking ownership for individual outcomes.
Essential Qualifications:
To succeed in this role, you'll need:
- A Bachelor's degree or equivalent.
- Recent and relevant experience working with HEDIS screening measures and behavioral change.
- Direct experience working with members/consumers, preferably in a call center setting.
- A minimum of 2 years of recent and relevant experience within healthcare, healthcare marketing, outreach, or health education.
- 2-4 years of experience in a healthcare setting with direct communication with various levels of management, including clinical providers.
- Windows-based application knowledge with the ability to use standard corporate software packages and applications with a high level of computer proficiency.
- Effective communication skills and experience interacting with clinical providers and staff.
- Strong listening and interpersonal skills, with the ability to develop and maintain effective working relationships.
- Analytical skills focusing on accuracy and meticulousness.
- Demonstrated ability to de-escalate situations and empathize with members.
Preferred Qualifications:
- Bilingual or multilingual applicants are highly preferred.
- Clinical certification (e.g., certified nursing assistant, medical assistant) is strongly suggested but not required.
What We Offer:
As a CVS Health team member, you'll enjoy a comprehensive benefits package, including:
- Medical, dental, and vision benefits.
- A 401(k) retirement savings plan and Employee Stock Purchase Plan.
- Term life insurance and short-term and long-term disability benefits.
- Various wellness programs, education assistance, and free improvement courses.
- A CVS store discount and rebate programs with participating partners.
- Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
Why Join Us?
At CVS Health, we're committed to fostering a culture of growth, innovation, and inclusivity. As a remote team member, you'll have the flexibility to work from home while being part of a dynamic team that's transforming the healthcare landscape. If you're passionate about making a difference and delivering exceptional care to our members, we want to hear from you.
How to Apply:
If you believe you have what it takes to excel in this role, please submit your application without delay. We look forward to hearing from talented candidates like you.
To apply, please click the link below:
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We can't wait to welcome you to our team!
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