Representative I, Member Advocate (Evening Shift)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

The Member Advocate is a fully remote position that is aligned to   a 24-hour contact center operation supporting our Resources for Living (EAP) product and/or our Behavioral Health (BH) product.   Employees are required to support holiday coverage at a reduced staffing level, which means working some holidays and observing the holiday on others.   Shift/schedule will be assigned during onboarding. Aetna Mental Wellbeing’s Member Advocate position is ideal for someone with strong interpersonal skills, a passion for mental wellness advocacy, and is comfortable working in a fast-paced and emotionally sensitive setting.

The Member Advocate’s responsibilities include (but are not limited to) the following:  Takes inbound calls from members and determines the quickest, most effective ways to answer member questions.  Maintains member records within the overall member management system.   Provides introductory information and connects members with additional and appropriate benefits/external resources.   Sends outbound e-mails to members as needed.   Supports members with troubleshooting and deescalating where needed.  Escalates queries and concerns when it is deemed necessary.  Ensures that members are satisfied with products/services by handling complaints and inquiries.   Works with the customer service team to share solutions and processes.  Embodies the CVS Core values in each interaction.

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.   A private and confidential workspace free from distractions.  Time management skills to promptly respond to e-mails, call, and chat messages.  Active listening skills to effectively handle members who may be upset.      Preferred Qualifications :   Bachelor’s degree or in pursuit of a Bachelor’s degree in a related field. 1-3 years of healthcare experience.  Bilingual or multilingual skills are a plus.

A high school diploma or equivalent. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $31.30 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.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.    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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are