Senior Service Advocate-(St. Louis Park, MN.)

Job Description
We are currently recruiting top talent for our storefront location in our Storefront located in St. Louis Park, MN. Aetna Medicare’s Member Advocacy Center outreaches to our members to provide innovative, proactive and compassionate solutions that exceed our member’s expectations. This position will also assist members via walk-ins and appointments in our St. Louis Park, MN office. This position requires answering questions and resolving issues based on walk-in/appointment-based interactions and outbound phone calls to Medicare members. This position requires a high degree of empathy and patience. This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits. The service advocate will be using several computer-based programs to service the members needs and will need to be able to work in a metric-based production environment. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people.

A Medicare Member Advocate:
• Educates plan benefits, answers questions, and resolves issues based on outreach campaign calls.
• Documents and tracks contacts with members.
• Educates members on our self-service options
• Follows campaign guidelines for exceptional service
• Exceeds member expectations
• Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered
• Respond to inquiries from our Medicare Advantage members
• Conducts targeted outbound calls to diminish service disruption and educate members on new plans
• Takes ownership and follows through on commitments
• Create lasting relationships with our members
• Work in a team and production-based environment to create world class service
• Ability to navigate multiple systems
• Acts as an advocate for our members
• Ability to creatively solve members’ problems and have desire to help and advocate for them
• Problem solving with demonstrated ownership qualities
• Demonstrated empathy, compassion and listening skills
• Window based application knowledge


We encourage bilingual applicants to apply.

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 34.60

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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

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Required Qualifications
1-3 Years of customer facing or direct call customer service
1-2 years Medical/ Heath Experience Preferred

Preferred Qualifications
• Proven leadership skills
• Demonstrate ability to de-escalate situations
• Effective communication and documentation skills
• Ability to quickly learn new skills and apply them
• Demonstrated skills to multitask and problem solve.
• 3-5 year of relevant experience

Education
High School Diploma or GED

Business Overview
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.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.