Representative I, Member Advocate (Evening Shift)
About The Position
The Member Advocate is a fully remote position that is aligned to a 24-hour contact center operation supporting our Resources for Living (EAP) product and/or our Behavioral Health (BH) product. Employees are required to support holiday coverage at a reduced staffing level, which means working some holidays and observing the holiday on others. Shift/schedule will be assigned during onboarding. Aetna Mental Wellbeing’s Member Advocate position is ideal for someone with strong interpersonal skills, a passion for mental wellness advocacy, and is comfortable working in a fast-paced and emotionally sensitive setting.
Requirements
- 1-3 years of call center and/or customer service experience.
- Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs.
- A private and confidential workspace free from distractions.
- Time management skills to promptly respond to e-mails, call, and chat messages.
- Active listening skills to effectively handle members who may be upset.
- A high school diploma or equivalent.
Nice To Haves
- Bachelor’s degree or in pursuit of a Bachelor’s degree in a related field.
- 1-3 years of healthcare experience.
- Bilingual or multilingual skills are a plus.
Responsibilities
- Takes inbound calls from members and determines the quickest, most effective ways to answer member questions.
- Maintains member records within the overall member management system.
- Provides introductory information and connects members with additional and appropriate benefits/external resources.
- Sends outbound e-mails to members as needed.
- Supports members with troubleshooting and deescalating where needed.
- Escalates queries and concerns when it is deemed necessary.
- Ensures that members are satisfied with products/services by handling complaints and inquiries.
- Works with the customer service team to share solutions and processes.
- Embodies the CVS Core values in each interaction.
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
