About the Role
Senior Service Advocate
remote type
Remote
locations
Work At Home-Texas
time type
Full time
job requisition id
R0309635
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
Position Summary
The Senior Service Advocate serves as the Single Point of Contact for handling member service inquiries, issues and process requests received via telephone. Acts with fast knowledge using integrated service tools. Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of the Integrated Service Model (ISM) suite of services.
Required Qualifications
• Ability to build a trusting relationships by taking accountability to fully understand the member’s needs.
• Ability to resolve complex issues with sensitivity and discretion.
• Uses communication skills to build relationships with both internal and external members/constituents.
• Ability to multitask and handle multiple functions and/or multiple products while maintaining and/or exceeding performance standards.
• Demonstrates professionalism and presents a positive image when interacting with members and constituents.
• Demonstrates strong member focus and utilizes all available resources to ensure prompt member satisfaction.
• Demonstrates functional expertise and leadership ability.
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
Preferred Qualifications
Strong communication skills
Understanding of medical terminology
Problem solving skills
Computer literate, Microsoft Word and Excel experience a plus
Education
High School Diploma or G.E.D.
Some college preferred
Requisition Job Description
Job Description