Health Advocate - Inbound/Outbound Calls, Healthy Outcomes Team

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.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 recordYour 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 environmentRequired 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• 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 and Certification Requirements:• High School Diploma or G.E.D.Pay RangeThe typical pay range for this role is:$17.00 - $25.65This 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 Benefits | CVS HealthWe anticipate the application window for this opening will close on: 09/27/2024Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.