Service Advocate - Remote

Overview

As a Service Advocate at CVS Health, you will play a key role in supporting Customer Service Representatives and handling escalated member issues, contributing to a more compassionate and connected health care experience.

In Short

• Provide support and guidance to CSRs during active calls.
• Handle escalated member service inquiries efficiently.
• Engage and educate members based on their needs.
• Act as a knowledge resource for CSRs.
• Must have 1+ years of customer experience.
• Strong problem-solving and communication skills required.
• Leadership abilities and experience in dealing with escalations.
• Ability to mentor and motivate employees.
• Bilingual Spanish preferred.
• High School diploma or equivalent required.

Requirements

• 1+ years of customer experience.
• Empathy and excellent listening skills.
• Ability to de-escalate situations calmly.
• Exceptional verbal and written communication skills.
• Experience in leading and promoting change.
• Ability to multitask and maintain attention to detail.
• Understanding of medical terminology.
• Strong analytical skills.
• Computer literacy to navigate systems.
• Quick learner with ability to apply new skills.

Benefits

• Affordable medical plan options.
• 401(k) plan with matching contributions.
• Employee stock purchase plan.
• Wellness screenings and counseling programs.
• Flexible work schedules and family leave.
• Tuition assistance and retiree medical access.
• Paid time off and colleague assistance programs.
• Comprehensive benefits for physical and emotional wellness.
• Support for financial coaching.
• Investment in the well-being of colleagues and families.