Medicare Service Advocate

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.

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.

• Connect with members through outbound and inbound calls.
• Communicate with members via video conferencing and/or SMS to answer unasked questions and resolve issues.
• Adopt a holistic approach to benefit usage and education, including medical, dental, prescriptions, and value-added items and services.
• Use several computer‑based programs to service member needs and work in a metric‑based production environment.
• Encourage bilingual communication when applicable.
• Create lasting relationships with members.
• Document and track contacts with members.
• Educate plan benefits, answer questions, and resolve issues based on campaign outreach.
• Educate members on self‑service options.
• Ensure every caller is treated with respect, kindness, and all questions are thoroughly answered.
• Exceed member expectations.
• Follow campaign guidelines for exceptional service.
• Respond to inquiries from Medicare Advantage members.
• Takes ownership and follows through on commitments.
• Work in a team and production‑based environment to create world‑class service.

• 1 year of customer service experience in any line of business.
• Ability to creatively solve members’ problems and a desire to help and advocate for them.
• Problem solving with demonstrated ownership qualities.
• Demonstrated empathy, compassion, and listening skills.
• Window‑based application knowledge.

• Proven leadership skills.
• 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.

High School Diploma or GED.

40

Full time

$17.00 – $31.30

As a full‑time employee, you’ll receive a comprehensive benefits package that includes medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and additional resources supporting physical, emotional, and financial well‑being.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.