Health Advocate, Healthy Outcomes Team- Inbound/Outbound Calls

About the position At CVS Health, we are dedicated to bringing our heart to every moment of your health. Our commitment to delivering enhanced human-centric health care is at the core of our mission. The Healthy Outcomes Team is seeking passionate individuals who thrive in a fast-paced environment and are eager to help others. As a Health Advocate, you will play a crucial role in assisting the Medicare population by guiding them through important health screenings and activities. Your interactions will primarily be through inbound and outbound calls, where you will inspire healthy behaviors and provide members with a clear understanding of their benefits related to screenings and medications. In this role, you will engage with members and providers to facilitate access to essential health services, medications, and resources aimed at improving health outcomes. Your responsibilities will include making calls to members and providers, overcoming barriers to good health, and delivering exceptional member experiences through empathetic and professional conversations. You will also be responsible for educating members on health decisions that can positively impact their well-being and accurately documenting all interactions in the members' health records. To succeed in this position, you will need to demonstrate high-energy engagement, empathy, and a strong desire to meet the needs of our members. You will be expected to handle pressure effectively, work independently, and apply critical thinking skills when necessary. The ability to multitask and adapt to a rapidly changing environment is essential, as is the capacity to absorb and apply new information as it becomes available.

Responsibilities

• Inbound and outbound calls throughout the working day to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills.

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• Working through barriers that stand in the way of our members' good health.

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• Delivering the best member experience through professional empathetic conversations.

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• Provide important education to members to help them make good health decisions that improve their health.

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• Accurately document conversations in the member's health record.

Requirements

• Proficiency with Windows based applications.

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• High computer literacy, including ability to troubleshoot issues.

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• Professional communication skills.

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• Strong active listening and interpersonal skills.

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• Proficiency in using computer systems, software, and digital communication tools.

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• Reliable high-speed internet connection (100-200 Mbps and above) and a suitable remote workspace.

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• Hard wired connectivity required - DSL, satellite and wireless broadband is NOT permitted.

Nice-to-haves

• Bilingual or multilingual candidates preferred.

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• Experience with Pharmacy terms.

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• Experience with behavior change.

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• Experience with call center or outreach involving members/consumers.

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• 3+ years' experience in a healthcare setting.

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• Medical certification (certified nursing assistant, medical assistant, etc.).

Benefits

• Full range of medical, dental, and vision benefits.

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• 401(k) retirement savings plan.

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• Employee Stock Purchase Plan for eligible employees.

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• Fully-paid term life insurance plan for eligible employees.

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• Short-term and long-term disability benefits.

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• Numerous well-being programs.

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• Education assistance and free development courses.

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• CVS store discount and discount programs with participating partners.

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• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

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