Health Advocate- Call Coordinator, Healthy Outcomes Team

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.

Summary Is your passion helping others? Are you a dynamic communicator? A team player?  Do you thrive in a fast-paced environment? If so, we are looking for you!  The Healthy Outcomes Team is a health advocacy team looking for dedicated friendly colleagues to help the Medicare population learn about and complete important health screenings and activities.  As a Health Advocate on the Healthy Outcomes Team, you will interact with members telephonically to inspire healthy behaviors. Our goal on each call is to give every member a clear understanding of their benefits for specific screenings and medications.   You will talk to providers and members to assist with important health services, medications, and resources to improve Star health outcomes.   Your key responsibilities are:  Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills.   Working through barriers that stand in the way of our members’ good health  Delivering the best member experience through professional empathetic conversations  Provide important education to members to help them make good health decisions that improve their health  Accurately document conversations in the member’s health record  Your key abilities are:  High-energy engagement to provide exceptional service  Empathetic, curious, with an enthusiasm for learning   Knowledge retention and recall to answer questions and resolve issues  Desire to understand and meet our members’ needs and escalate issues for resolution  Speed and efficiency to meet business metrics and goals.  Ability to handle pressure and to stay calm and positive in all situations  Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions.  Ability to absorb and apply new and changing information.   Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment   Required Qualifications Professional communication skills   Strong active listening and interpersonal skills   High computer literacy, including ability to troubleshoot issues  Proficiency with Windows and web-based applications and digital communication tools  Reliable high-speed internet connection (at least 50mbps) and suitable remote workspace  Hard wired connectivity to computer is required (DSL, satellite, and wireless broadband are not permitted)  Preferred Qualifications Bilingual or multilingual candidates heavily preferred.  Experience with HEDIS screening measures   Experience with behavior change  1+ year experience with production expectations or high-volume calls heavily preferred  2+ years’ experience with call center or outreach involving members/consumers  3+ years’ experience in a healthcare setting  Medical certification (certified nursing assistant, medical assistant, etc.)   Education High School diploma or G.E.D. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $34.15 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