Senior Service Advocate

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.

Program Overview

Help us elevate our patient care to a whole new level! Join our Aetna team as an industry leader in serving dual eligible populations by utilizing best-in-class operating and clinical models. You can have life-changing impact on our Dual Eligible Special Needs Plan members, who are enrolled in Medicare and Medicaid and present with a wide range of complex health and social challenges. With compassionate attention and excellent communication, we collaborate with members, providers, and community organizations to address the full continuum of our members’ health care and social determinant needs. Join us in this exciting opportunity as we grow and expand Dual Eligible Special Needs Plan to change lives in new markets across the country.

Position Summary

The Senior Service Advocate plays a critical role within the Dual Eligible Special Needs Plan team. The Senior Service Advocate outreaches Dual Eligible Special Needs Plan members via phone to introduce the Dual Eligible Special Needs Plan services and complete the Health Risk Assessment. The Health Risk Assessment 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

• Uses motivational interviewing and other consultative techniques to gather comprehensive information about a member’s medical, functional, cognitive, psychosocial, and mental health needs
• Accountable to the highest level of compliance integrity
• Champions for the member by connecting members with urgent needs to the appropriate Aetna team, including Dual Eligible Special Needs Plan’s interdisciplinary care team and customer service
• Initiates engagement with assigned members to introduce the program and drive active participation in completion of their Health Risk Assessment
• Builds a trusting relationship with the member by engaging the member in meaningful and relevant conversation, prior to and during assessment
• 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 
• Conducts triage, connecting members with appropriate care team personnel including care managers and customer service when needed
• Accurately and consistently documents each call in the member’s electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements  
• Protects the confidentiality of member information and adheres to company policies regarding privacy/ HIPAA
• Ability to be agile, manage multiple priorities, and adapt to change with enthusiasm 
• Determined to build strong relationships with peers and our DSNP members 
• Demonstrates an outgoing, enthusiastic, and caring presence over the telephone

Background Experience

• At least 3 years of experience in health care, customer service, telemarketing and/or sales
• Familiarity with basic medical terminology, health care, and the concepts of care management
• Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
• Strong organizational skills, including effective verbal and written communications skills required
• Flexibility with work schedule to meet business needs
• Data entry and documentation within member records is strongly preferred 
• Medicare/Medicaid/Dual Eligible Special Needs Plan experience preferred
• Bilingual in Spanish desired

Education and Certification Requirements

• High School diploma, G.E.D., or equivalent experience required
• Associates/Bachelor’s degree preferred

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.  
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits