Member Engagement Benefit Specialist

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 The Member Engagement Benefit Specialist at CVS Health, you will play a critical role in supporting client satisfaction, retention, and engagement for the City of Orlando by serving as a trusted onsite representative. This field-based role focuses on delivering responsive, high-touch support to the City of Orlando benefits team and its employees, resolving issues, and building strong, collaborative relationships throughout the life of the account. You will act as a key liaison between CVS Health and the City of Orlando, providing in-person support across City worksites, handling complex benefit and claims inquiries, and delivering education during open enrollment and health-related events. This role is ideal for someone with excellent communication skills, strong healthcare benefits knowledge, and a passion for supporting municipal employees and their families. Primary Job Duties & Responsibilities • Research and Resolve: Handle City of Orlando member inquiries and escalations related to benefits, claims, eligibility, pharmacy services, and policy interpretation by identifying root causes, coordinating with internal departments, and delivering timely, accurate solutions. • undefined • Client Relationship Management: Serve as the dedicated onsite liaison between Aetna and the City of Orlando, building strong relationships with Human Resources, Benefits Administration, labor representatives, and key stakeholders. • undefined • Onsite Engagement: Maintain a visible presence at City of Orlando worksites by providing real-time support to employees, retirees, and their families while delivering a high-touch service experience through accessibility and responsiveness. • undefined • Event Management & Representation: Plan and lead open enrollment meetings, employee information sessions, wellness events, benefit fairs, and other onsite and virtual engagements that promote awareness and understanding of available healthcare benefits and programs. • undefined • Reporting & Analytics: Review and interpret claims, utilization, service, and engagement data. Share insights and trends with City leadership and benefits teams to support informed decision-making and identify opportunities to improve the member experience. • undefined • Benefits Expertise: Maintain in-depth knowledge of City of Orlando benefit plans, eligibility requirements, provider networks, pharmacy programs, wellness offerings, and Aetna resources to serve as a trusted advisor and subject matter expert. • undefined • Issue Escalation & Follow-up: Partner with internal Aetna teams, including Eligibility, Claims, Pharmacy, Clinical, and Care Management, to resolve complex member issues and ensure timely follow-through and communication. • undefined • Compliance & Documentation: Ensure all member interactions and account activities comply with HIPAA, contractual requirements, and company policies. Maintain accurate records and documentation of member and stakeholder interactions. • undefined • Travel & Site Management: Regularly travel between City of Orlando worksites and designated locations. Independently manage scheduling, onsite coverage, outreach activities, and stakeholder communications. • Provider Network Navigation : Proactively assist City of Orlando employees, retirees, and eligible dependents in id