Representative I, Member Advocate – Evening Shift
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Job Description
CVS Health Member Advocate supporting Resources for Living and Behavioral Health members remotely. Handling calls, records, resources, troubleshooting, and escalations in a 24-hour contact center.
Responsibilities:
- Take inbound calls from members and determine the quickest, most effective ways to answer member questions
- Maintain member records within the overall member management system
- Provide introductory information and connect members with additional and appropriate benefits/external resources
- Send outbound e-mails to members as needed
- Support members with troubleshooting and deescalating where needed
- Escalate queries and concerns when necessary
- Handle complaints and inquiries to ensure member satisfaction with products/services
- Work with the customer service team to share solutions and processes
- Embody CVS Core values in each interaction
- Support holiday coverage at a reduced staffing level, working some holidays and observing the holiday on others
- Work a shift/schedule assigned during onboarding in a 24-hour contact center operation
Requirements:
- 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
- Private and confidential workspace free from distractions
- Time management skills to promptly respond to e-mails, calls, and chat messages
- Active listening skills to effectively handle members who may be upset
- High school diploma or equivalent
- Bachelor’s degree or pursuit of a Bachelor’s degree in a related field is preferred
- 1-3 years of healthcare experience is preferred
- Bilingual or multilingual skills are a plus
Benefits:
- CVS Health bonus, commission or short-term incentive program in addition to base pay
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being
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