Client Advocate I (Meritain Health)

CVS Health

3d•$43,888 - $76,500

About The Position

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 The Client Advocate supports service & administration of Meritain products, in order to achieve client satisfaction and profitable growth. This is achieved by building relationships with assigned clients, brokers, and internal partners; monitoring activity and reporting for the assigned book of business; maintaining proactive & reactive support of client issues; and supporting client retention.

Requirements

1-3 years of experience working with health insurance.
1-3 years of experience working with claims and/or stop-loss products.
Experience in Outlook, Word, Excel, PowerPoint, and Teams.
Willingness to support Eastern Standard Time hours.

Nice To Haves

Proven experience working with deadlines.
Proven experience with decision making, conflict resolution, flexibility, time management, and active listening.
Professional written & verbal communication skills.
Knowledge and experience with administrative operations (phone experience, managing multiple tasks, etc.).
Strong collaboration skills.
Strong adaptability skills.
DG & Salesforce experience.
Previous knowledge of relevant Meritain applications.
Associate’s degree or higher.

Responsibilities

Provide full service to assigned book of business.
Consistently acknowledge customer inquiries within one business day.
Create and maintain PDET (Product Design Engineering Technology) cases as outlined in policy guidelines.
Act as the single point of contact for client’s operational inquiries and escalated issues. Resolutions include (but are not limited to) Claims, Enrollment, ID cards, COBRA (Consolidated Omnibus Budget Reconciliation Act), FSA (Flexible Spending Account), Network Ops, PBM (Pharmacy Benefit Management), Customer Service, EDI (Electronic Data Interchange) Files, and Finance.
Provide plan document interpretation and ensure the client questions are addressed sufficiently.
Conduct client portal trainings as assigned.
Support operational departments to enhance the member experience through improved workflows and process improvements.
Identify opportunities supporting account owners in developing and delivering strategic plans.
Perform other duties as assigned.