Senior 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 SummaryThe Senior Service Advocate serves as the Single Point of Contact for handling member service inquiries, issues and process requests received via telephone. Acts with fast knowledge using integrated service tools. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of the Integrated Service Model (ISM) suite of services
Required Qualifications
• Ability to build a trusting relationships by taking accountability to fully understand the member’s needs.
• Ability to resolve complex issues with sensitivity and discretion.
• Uses communication skills to build relationships with both internal and external members/constituents.
• Ability to multitask and handle multiple functions and/or multiple products while maintaining and/or exceeding performance standards.
• Demonstrates professionalism and presents a positive image when interacting with members and constituents.
• Demonstrates strong member focus and utilizes all available resources to ensure prompt member satisfaction.
• Demonstrates functional expertise and leadership ability.
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
Preferred Qualifications
Strong communication skills
Understanding of medical terminology
Problem solving skills
Computer literate, Microsoft Word and Excel experience a plusEducation
High School Diploma or G.E.D.
Some college preferred
Anticipated Weekly Hours40Time TypeFull timePay RangeThe typical pay range for this role is:$18.50 - $35.29This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.