Health Advocate - Inbound/Outbound Calls, Healthy Outcomes Team

About the role

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary/Mission 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.

Responsibilities

• 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 record

Key Abilities

• 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 environment

Required Qualifications

• 2+ years’ experience with call center or outreach involving members/consumers
• Dependents must have separate care arrangements during work hours, as continuous care responsibilities during shift times are not permitted
• Professional communication skills
• Strong active listening and interpersonal skills
• High computer literacy, including ability to troubles