Representative I, Member Advocate (Evening Shift)

Job Summary

Key Responsibilities

• The Member Advocate’s responsibilities include (but are not limited to) the following:
• Takes inbound calls from members and determines the quickest, most effective ways to answer member questions.
• Maintains member records within the overall member management system.
• Provides introductory information and connects members with additional and appropriate benefits/external resources.
• Sends outbound e-mails to members as needed.
• Supports members with troubleshooting and deescalating where needed.
• Escalates queries and concerns when it is deemed necessary.
• Ensures that members are satisfied with products/services by handling complaints and inquiries.
• Works with the customer service team to share solutions and processes.
• Embodies the CVS Core values in each interaction.

Required Qualifications

• 1-3 years of call center and/or customer service experience.
• Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs.
• A private and confidential workspace free from distractions.
• Time management skills to promptly respond to e-mails, call, and chat messages.
• Active listening skills to effectively handle members who may be upset.
• Preferred Qualifications :
• Bachelor’s degree or in pursuit of a Bachelor’s degree in a related field.
• 1-3 years of healthcare experience.
• Bilingual or multilingual skills are a plus.

Education

Pay Range

• The typical pay range for this role is:
• 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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
• 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.