Sr Service Advocate - Ops Proactive Member Engagement

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 Summary: This position the candidate will need to live within 40 minutes of New Albany, OH, Phoenix AZ, or High Point, NC. The position will have a start time of 9am in your time zone. Steering members toward behavior change will enhance their benefits and member experience. Willingness to learn, understand and deliver complex information regarding member’s health benefits or well-being. Owns the members concerns all the way through to resolution no matter where that might take us. You may be interacting with providers, clinicians, pharmacists, and many other professionals in an effort to provide total satisfaction and resolution to the member Consistently seek to build trusting relationships with members by understanding their needs and health aspirations Deliver a suite of services to members that support easy navigation of the healthcare system, from providing personalized recommendations, to maintaining individual data accuracy and integrity Assists the member in finding their health ambition Connects the member with additional administrative and clinical resources as needed Uses proactive, predictive and preventative analytics to service members Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed customer satisfaction Coordinates with clinicians to compile the member's Care Plan and conduct adherence follow-up Works with case managers for members requiring urgent or emergency service, or services rendered in a setting other than a practitioner’s office. Prioritizes effectively to meet member service goals / deadlines Resolves member issues, while effectively making the right decisions for our members Collaborate with colleagues and co-workers to deliver a world class customer experience Required Qualifications: 3+ years’ experience directly interacting with the public, delivering high touch, experiential interactions – preferably in a healthcare call center, ministry, education, military, retail, hotel/concierge, non-profit, financial services, travel agency, real estate or other customer advocate role Displays high emotional intelligence to understand member’s true needs and influence or motivate their behavior toward healthy action Strong written and verbal communication skills required Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment required Demonstrated organizational and communication skills required 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, showing 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 required Ability to learn and retain in a complex environment High School Diploma or G.E.D required - College degree or equivalent work experience strongly preferred Education: High School Diploma or GED College degree preferred Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $18.50 - $35.29 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. 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