Medicare Service Advocate
4062 Aetna Resources, LLCWe’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
We are currently recruiting top talent for our Service Advocate role in our Medicare Stars Member Advocacy Center. The Member Advocacy Center (MAC Team) is an elite team in Medicare Stars that conducts various high touch omnichannel outreach campaigns to deliver a differentiated member experience that closes gaps in care, provides a human connection with the member and proactively assists in navigating their health plan benefits. We are knowledgeable and trusted advocates for our members. The key to our success is our talent.
In this role, the majority of your work will involve connecting with members through outbound and inbound calls. As member expectations continue to evolve, you may also communicate with our members via video conferencing and/or SMS to answer unasked questions and resolve issues. Our service advocates have a high degree of empathy and patience.
This position also requires performing a holistic approach on benefit usage and education, and claims, including but not limited to; medical, dental, prescriptions, and value-added items and services. The service advocate will be using several computer-based programs to service the members' needs and will need to be able to work in a metric-based production environment.
We encourage bilingual applicants to apply.
A Medicare Service Advocate:
Ability to navigate multiple systems
Acts as an advocate for our members
Connects with members to diminish service disruption and educate members on plans
Create lasting relationships with our members
Documents and tracks contacts with members.
Educates plan benefits, answers questions, and resolves issues based on campaign outreach.
Educates members on our self-service options
Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered
Exceeds member expectations
Follows campaign guidelines for exceptional service
Respond to inquiries from our Medicare Advantage members
Takes ownership and follows through on commitments
Work in a team and production-based environment to create world class service
Required Qualifications
1 year of customer service experience in any line of business
Ability to creatively solve members’ problems and have desire to help and advocate for them
Problem solving with demonstrated ownership qualities
Demonstrated empathy, compassion and listening skills
Window based application knowledge
Preferred Qualifications
Proven leadership skills
Demonstrate ability to de-escalate situations
Effective communication and documentation skills
Ability to quickly learn new skills and apply them
Demonstrated skills to multitask and problem solve
Healthcare and medical terminology knowledge
Medical billing and claims process experience
Education
High School Diploma or GED
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$17.00 - $31.30This 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 people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.