Experienced Full Stack Service Advocate - Ops for Healthcare Outreach and Engagement, Work from Home at CVS Health

Join CVS Health: Transforming Healthcare with Heart

At CVS Health, we're driven by a singular purpose: to bring our heart to every moment of your health. Our team shares a commitment to delivering enhanced, human-centered healthcare for a rapidly changing world. Anchored in our brand with heart at its core, our mission sends a personal message that how we deliver our services is just as important as what we deliver.

About the Role: Service Advocate – Ops – Work From Home

We're seeking a highly skilled and compassionate Service Advocate to join our Solid Results Team. As a Service Advocate, you will interact with individuals via various channels (digital, phone) and lead outreach efforts to our Medicare healthcare members. Your goal will be to motivate and energize healthy behaviors through innovative, caring, and empathetic communications. You'll ensure that each member has a clear understanding of the available benefits under their Medicare plan for specific screenings and medications.

Key Responsibilities:

• Conduct inbound and outbound calls to individuals who may benefit from assigned services, including healthcare visits/screenings, vaccinations, or medication refills.
• Effectively capture barriers and collect data, utilizing persuasive speaking skills to provide solutions to help close gaps in care and offer top-tier support to each member.
• Ensure that each client is treated professionally, with respect, and that all questions are thoroughly addressed or triaged and answered.
• Assist in coordinating care between health planning, providers, and pharmacies as needed.
• Actively listen and gather member-reported data elements in the CRM tool to support clinical record pursuit for HEDIS clinical record documentation of services.
• Provide individuals with the right information at the right time to help them make better decisions about their health and healthcare, improving member experience, retention, and growth.
• Engage with, counsel, and educate individuals based on the member's unique needs, preferences, and understanding of the services.
• Acknowledge end-to-end responsibility for the member experience and offer exceptional support.
• Respond to questions and resolve issues as a "single resource," including escalating to leadership when necessary.
• Build a trusting relationship with the member by taking ownership to understand the member's needs fully.
• Walk members through programs, Aetna tools, and resources to support healthcare management.
• Takes ownership of member issues to resolve their problems and connect them with additional services as appropriate.
• Report and track all member contacts, events, and outcomes through appropriate systems and processes.
• Utilize professional interpersonal skills to build associations with both internal and external individuals/constituents.
• Use relevant system tools and resources to deliver quality business communications, including letters and briefing papers in response to requests received.
• Handle multiple capabilities as well as numerous products while maintaining and exceeding performance standards.
• Identify issues that should be escalated properly and provide ideas for resolution.
• Demonstrate professionalism and present a positive image of the organization while engaging with individuals and constituents.
• Uphold individual, team, and business goals and initiatives; acknowledge ownership for individual outcomes.

Requirements and Qualifications:

Essential Qualifications:

• High School Diploma or G.E.D. required.
• 2-4 years of experience in a healthcare setting with direct communication with various levels of management, including clinical providers.
• Related experience working directly with individuals/purchasers, ideally in a call center setting.
• Experience working with HEDIS screening measures and behavior change.
• Proficiency in Windows-based applications with the ability to use standard corporate software packages and corporate applications with a high level of computer literacy.
• Excellent interpersonal and communication skills, with experience speaking with clinical providers as well as clinical staff.
• Strong analytical skills focusing on accuracy and meticulousness.
• Demonstrated ability to de-escalate situations.
• Demonstrated empathy, interest, energy for learning, empathy, and listening skills.
• Ability to apply creative thinking skills when required to solve individuals' concerns and advocate for them.
• Ability to thrive in change, adapt to different concentrations in short measures of time.
• Ability to work independently, apply decisive thinking skills when required, multitask easily, and exhibit professionalism in all interactions.
• Ability to resolve complex issues with responsiveness and thoroughness.
• Ability to assimilate and apply new and evolving information.
• Ability to make effective and autonomous decisions.
• Ability to multitask, prioritize, and adapt to a high-speed changing environment.

Preferred Qualifications:

• Bilingual or multilingual candidates are highly preferred.
• Bachelor's degree or equivalent preferred.
• Clinical certification (certified nursing assistant, clinical assistant, etc.) is strongly recommended but not required.

What We Offer:

At CVS Health, we're committed to taking care of our colleagues and communities. Our comprehensive benefits package includes:

• Competitive salary range: $70,000 - $80,000 per year (dependent on experience, education, geography, and other relevant factors).
• Full range of clinical, dental, and vision benefits.
• 401(k) retirement savings plan and Employee Stock Purchase Plan for qualified employees.
• Fully paid term life insurance plan for qualified employees.
• Short-term and long-term disability benefits.
• Wellness programs, education assistance, free development courses, CVS store discounts, and more.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

How to Apply:

If you're passionate about delivering exceptional healthcare experiences and making a positive impact on individuals' lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Apply Now

Equal Employment Opportunity:

CVS Health is an equal opportunity employer committed to diversity and inclusion. We welcome applications from diverse candidates and are committed to providing a work environment that is inclusive and respectful of all employees.

Accommodation:

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots as required), where permissible under the law, unless they are approved for a reasonable accommodation due to disability, illness, religious belief, or other legally recognized reasons that prevent them from being vaccinated.

You are expected to have received at least one COVID-19 shot before your first day of work and to provide verification of your vaccination status or apply for a reasonable accommodation within the first 10 days of your work.

Top 10 Interview Questions:

• Can you tell us about yourself?
• What interests you about this position?
• What are your strengths?
• What are your weaknesses?
• Can you give an example of a time when you solved a problem creatively?
• How do you handle stress and pressure?
• How would you describe your work style?
• Can you tell us about a time when you had to work with a difficult colleague or supervisor?
• How do you stay organized and prioritize tasks?
• What are your long-term career goals?

Required Documents:

• Qualifications certificate with mark sheets.
• Passport-size photographs.
• Signature.

We look forward to hearing from you and exploring how you can join our team at CVS Health!