At CVS Health, we are building a world of health around every consumer. We are looking for a Service Advocate to provide crucial support and guidance to Customer Service Representatives (CSRs) handling Medicare inbound calls. This fully remote role acts as the Single Point of Contact for escalated member service inquiries, working to de-escalate and resolve concerns efficiently.
What You'll Do
- Provide support and guidance to CSRs during active calls, helping them navigate questions and workflows.
- Handle escalated member service inquiries and issues, working to de-escalate and resolve concerns efficiently.
- Engage with and educate members based on their unique needs and preferences, using integrated service tools.
- Act as a knowledge resource for CSRs, helping to improve their performance and understanding of company services.
What We're Looking For
- 1+ years of Customer experience.
- Strong problem-solving skills with demonstrated ownership qualities.
- Empathy, compassion, and excellent listening skills.
- Ability to de-escalate situations and remain calm under pressure.
- Exceptional verbal and written communication skills.
- Leadership abilities and experience in dealing with member escalations.
- Ability to mentor, train, and motivate employees, offering feedback for performance improvement.
- Ability to multitask, identify trends, and maintain attention to detail.
- Experience in leading and promoting change within organizational structures.
- High School diploma or equivalent.
Nice to Have
- 1+ years of Medicare experience.
- Intermediate skills with Windows-based applications.
- Previous experience handling escalated member issues.
- Effective communication and documentation skills.
- Quick learner with the ability to apply new skills quickly.
- Strong analytical skills focusing on accuracy and attention to detail.
- Understanding of medical terminology and strong problem-solving and negotiation skills.
- Computer literacy to navigate internal/external systems.
- Bilingual Spanish.
Technical Stack
- Windows-based applications
- Integrated service tools
Team & Environment
You will work alongside peers who handle Medicare individual inbound calls, serving as a crucial support system for Customer Service Representatives (CSRs).
Benefits & Compensation
- Compensation: $17.00 - $34.15 per hour
- Affordable medical plan options
- 401(k) plan with matching company contributions
- Employee stock purchase plan
- No-cost wellness screenings, tobacco cessation and weight management programs
- No-cost confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Work Mode
This is a fully remote position.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
