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 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

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 01/10/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.