Sr. Service Advocate

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

This is a remote position, the working schedule is 11:30 - 8:00 PM CST/ EST. Please note no schedule or break changes will be allowed.

The Health Survey Specialist plays a critical role within the DSNP team.  The Health Survey Specialist outreaches DSNP members via phone to introduce the DSNP services and complete the Health Risk Assessment (HRA). The HRA is the first step in creating the member's Individualized Care Plan and sets the foundation for follow up care management by assessing a member's medical, functional, cognitive, psychosocial, and mental health needs.

Fundamental Components

• Initiates engagement with members to introduce the program and drive active participation in completion of their Health Risk Assessment.
• Demonstrates an outgoing, enthusiastic, and caring presence over the telephone
• Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members
• Builds a trusting, empathetic relationship with our members by engaging the member in meaningful and relevant conversation prior to and during assessment
• Accurately and consistently documents each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met
• Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate 
• Demonstrates an ability to be agile and adapt to change with enthusiasm 
• Possess top-notch people skills – listening, caring, connecting, empathizing, and supporting
• Effectively meets daily metrics with speed, accuracy, and a positive attitude
• Flexibility with work schedule to meet business needs

Preferred Qualifications

Education

• At least 2 years of experience in customer service, healthcare and/or a call center
• Demonstrated organizational skills, including effective verbal and written communications skills required
• Exhibits strong desire and commitment to serving others
• Proficiency in Microsoft Word and Outlook
• Data entry and documentation experience within member records is strongly preferred
• Familiarity with basic medical terminology, health care, and the concepts of care management preferred
• Bilingual preferred

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.  
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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