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. Position Summary/Mission The Healthy Outcomes Team is a health advocacy team looking for dedicated friendly colleagues to help the Medicare population learn about and complete important health screenings and activities .     As a Health Advocate on the Healthy Outcomes Team, you will interact with members telephonically to inspire healthy behaviors . Our goal on each call is to give every member a clear understanding of their benefits for specific screenings and medications.      You will talk to providers and member s to assist with important health services, medications , and resources to improve Star health outcomes.      Your key responsibilities are:   • Inbound and outbound calls to members and providers to help getting services like healthcare visits , screenings, vaccination s , or medication refill s .    • Working through barriers that stand in the way of our members’ good health   • Delivering the best member experience through professional empathetic conversations   • Provide important education to members to help them make good health decisions that improve their health   • Accurately document conversations in the member’s health record     Your key abilities are:   • High-energy engagement to provide exceptional service   • E mpath etic , curi ous , with an enthusiasm for learning    • Knowledge retention and recall to answer questions and resolve issue s   • Desire to understand and meet our members’ needs and escalate issues for resolution   • Speed and efficiency to meet business metrics and goals.   • Ability to handle pressure and to stay calm and positive in all situations   • Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions.   • Ability to absorb and apply new and changing information.    • Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment      Required Qualifications • 2+ years ’ e xperience with call center or outreach involving members/consumers   • 3+ years ’ experience in a healthcare setting   • Professional communication skills    • Strong active listening and interpersonal skills    • High computer literacy, including ability to troubleshoot issues   • Proficiency with Windows and web-based applications and digital communication tools   • Reliable high-speed internet connection (at least 50mbps) and suitable remote workspace   • Hard wired connectivity to computer is required (DSL, satellite, and wireless broadband are not permitted)     Preferred Qualifications • Bilingual or multilingual candidates • Experience with HEDIS screening measures    • Experience with behavior change   • Medical certification (certified nursing assistant, medical assistant, etc.)      Education • High School Diploma or GED (REQUIRED)   Work from Home Requirements • You must have or be able to obtain a direct/hardwired internet connection to a modem/router within 7 feet of your computer and a minimum download speed of 25 mbs download and 3 mbs upload. WiFi and satellite internet are not permitted. • A quiet, secure and private designated home virtual work location, free from distractions, tidy and organized, compliant with CVS Health and HIPAA guidelines, and allowing for uninterrupted work during work hours.