Service Advocate

3 weeks ago

Chandler, United States CVS Health Full time

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

**Position Summary**:
12 weeks of onsite training then the option to work from home if in good standing.

Must be within 50 miles as the training is onsite at one of the supporting A1A locations:
New Albany, Ohio; High Point, North Carolina or Chandler, Arizona.

There is a requirement to live within a commutable distance of one of these 3 locations (typically within 45 minutes maximum).

The initial in office training will last for approximately 3 months. Training hours for New Albany & High Point are 09:00am EST - 05:30pm EST / Chandler 07:00am MST - 03:30pm MST

Scheduled hours after training can begin as early as 4:55am MST (07:55am EST) and end as late as 08:30pm MST (11:30pm EST). Your permanent scheduled will be assigned after 8 weeks of in-class training.
Once office training is complete, the role is work from home with occasional in office workdays scheduled in advance with the employee.

Our Aetna One Advocacy program is Aetna’s premier service and clinical offering for Aetna members nationwide and creates industry-leading solutions for our customers. Our Aetna One Advocate is not the typical customer service role. Our focus is on advocating for the member. We do not have traditional call center metrics such as average handle time as we want our Advocates to truly take the member out of the middle by; asking the unasked questions, listening for trigger words that may prompt nurse involvement, locate providers, and set appointments for our members. Our Advocates work in multiple system simultaneously to resolve member concerns.

The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health.

This is an exciting time to join Aetna, a CVS Health company, in our journey to change the way healthcare is delivered today. We are health care innovators

Advocates engage members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience, we call this Advocacy. Our specialized Advocate teams address all members’ needs - from benefits and network services to clinical and emotional support - all backed by local resources right in the member’s community. In one simple word, we “Advocate” on behalf of our members. We own their healthcare journey, and we will not stop until they are satisfied. Every interaction is handled with the utmost care, consideration, and passion for the members we serve.

**Required Qualifications**:
6 plus months in customer service role

***

**Education**:
High School Diploma or G.E.D required.

**Preferred Qualifications**:

- ** **Strong written & verbal communication skills
- Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment
- Demonstrated organizational and communication skills
- Intermediate typing skills - 50 WPM strongly desired
- Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members
- Deep problem-solving skills with demonstrated ownership of issue resolution
- Possess top-notch people skills - listening, caring, connecting, empathy, and supporting
- Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences
- Demonstrated propensity for responsiveness and a sense of urgency when helping members
- Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness
- Strong skillset in the use of the suite of Microsoft Office tools strongly desired
- Ability to work effectively in a team environment
- Ability to learn and retain in a complex environment
- 1 year of call center experience in a fast-paced environment
- Previous Healthcare Experience

**Pay Range**

The typical pay range for this role is:
$17.00 - $28.45

This 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.

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