We are currently recruiting top talent for our Outbound Service Advocate role in our Medicare Stars Member Advocacy Center. Aetna Medicare’s Member Advocacy Center outreaches to our members to provide innovative, proactive and compassionate solutions that exceed our member’s expectations. In this role, you will make proactive outbound phone calls to Medicare members to answer unasked questions and resolve issues. Our service advocates have a high degree of empathy and patience. This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits based on the outbound campaign. The service advocate will be using several computer-based programs to service the members needs and will need to be able to work in a metric-based production environment. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people.

A Medicare Member Advocate:

• Educates plan benefits, answers questions, and resolves issues based on outreach campaign calls.
• Documents and tracks contacts with members.
• Educates members on our self-service options
• Follows campaign guidelines for exceptional service
• Exceeds member expectations
• Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered
• Respond to inquiries from our Medicare Advantage members
• Conducts targeted outbound calls to diminish service disruption and educate members on new plans
• Takes ownership and follows through on commitments
• Create lasting relationships with our members
• Work in a team and production-based environment to create world class service
• Ability to navigate multiple systems
• Acts as an advocate for our members

We encourage bilingual applicants to apply.

Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.16

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications

• Ability to creatively solve members’ problems and have desire to help and advocate for them
• Problem solving with demonstrated ownership qualities
• Demonstrated empathy, compassion and listening skills
• Window based application knowledge

Preferred Qualifications

• Proven leadership skills
• Demonstrate ability to de-escalate situations
• Effective communication and documentation skills
• Ability to quickly learn new skills and apply them
• Demonstrated skills to multitask and problem solve

Education
High School Diploma or GED

Business Overview
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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. 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. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.