A1A Service Advocate

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At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary:

12 weeks of onsite training then the option to work from home if in good standing. Must be within 50 miles as the training is onsite at our A1A location:

High Point, NC.

New hires will start on July 14th, 2025 as a cohort, no later training class for this position will be available

The initial in office training will last for approximately 3 months. Training hours will be 09:00am EST - 05:30pm EST.

Scheduled hours after training can begin as early as 07:55am EST and end as late as 11:30pm EST. Your permanent scheduled will be assigned after 8 weeks of in-class training.

Once office training is complete, flexibility is required for onsite work shifts per the need of the business.

All candidates will be hired into the job at $18.00 per hour. After successful completion of the training program, pay will be increased to $18.50 per hour.

Our Aetna One Advocacy program is Aetna's premier service and clinical offering for Aetna members nationwide and creates industry-leading solutions for our customers. Our Aetna One Advocate is not the typical customer service role. Our focus is on advocating for the member. We do not have traditional call center metrics such as average handle time as we want our Advocates to truly take the member out of the middle by; asking the unasked questions, listening for trigger words that may prompt nurse involvement, locate providers, and set appointments for our members. Our Advocates work in multiple system simultaneously to resolve member concerns.

The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members' needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health. This is an exciting time to join Aetna, a CVS Health company, in our journey to change the way healthcare is delivered today. We are health care innovators! Advocates engage members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience, we call this Advocacy. Our specialized Advocate teams address all members' needs - from benefits and network services to clinical and emotional support - all backed by local resources right in the member's community. In one simple word, we “Advocate” on behalf of our members. We own their healthcare journey, and we will not stop until they are satisfied. Every interaction is handled with the utmost care, consideration, and passion for the members we serve.

Required Qualifications:

6 plus months in customer service role

Must be within 50 miles as the training is onsite at our A1A location:

High Point, NC

Education:

High School Diploma or G.E.D required.

Preferred Qualifications:

• Strong written & verbal communication skills
• Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment
• Demonstrated organizational and communication skills
• Intermediate typing skills - 50 WPM strongly desired
• Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members
• Deep problem-solving skills with demonstrated ownership of issue resolution
• Possess top-notch people skills - listening, caring, connecting, empathy, and supporting
• Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences
• Demonstrated propensity for responsiveness and a sense of urgency when helping members
• Demonstrated ability to uphold Aetna's values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness
• Strong skillset in the use of the suite of Microsoft Office tools strongly desired
• Ability to work effectively in a team environment
• Ability to learn and retain in a complex environment
• 1 year of call center experience in a fast-paced environment
• Previous Healthcare Experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $25.65

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 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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan .

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit

We anticipate the application window for this opening will close on: 06/27/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.