Remote: Senior Service Advocate (Customer Service)
Description
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.
Position Summary
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 members Individualized Care Plan and sets the foundation for follow up care management by assessing a members medical, functional, cognitive, psychosocial, and mental health needs.
Fundamental Components
Uses motivational interviewing and other consultative techniques to gather comprehensive information about a members 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 DSNPs 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 members 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
Medicare/Medicaid/DSNP experience preferred
Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
Strong organizational skills, including effective verbal and written communications skills required
Data entry and documentation within member records is strongly preferred
Flexibility with work schedule to meet business needs
Bilingual desired
Education and Certification Requirements
High School diploma or G.E.D. required
Associates/Bachelors degree preferred
Pay Range
The typical pay range for this role is:
$18.50 $38.82
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 Companys 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 Benefits | CVS Health
We anticipate the application window for this opening will close on: 01/31/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws
Apply Now
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.
Position Summary
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 members Individualized Care Plan and sets the foundation for follow up care management by assessing a members medical, functional, cognitive, psychosocial, and mental health needs.
Fundamental Components
Uses motivational interviewing and other consultative techniques to gather comprehensive information about a members 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 DSNPs 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 members 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
Medicare/Medicaid/DSNP experience preferred
Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
Strong organizational skills, including effective verbal and written communications skills required
Data entry and documentation within member records is strongly preferred
Flexibility with work schedule to meet business needs
Bilingual desired
Education and Certification Requirements
High School diploma or G.E.D. required
Associates/Bachelors degree preferred
Pay Range
The typical pay range for this role is:
$18.50 $38.82
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 Companys 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 Benefits | CVS Health
We anticipate the application window for this opening will close on: 01/31/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws
Apply Now