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Health Advocate – Inbound/Outbound Calls

Job Description:

  • Make inbound and outbound calls to members and providers regarding healthcare visits, screenings, vaccinations, and medication refills
  • Work through barriers preventing members from achieving good health
  • Deliver professional, empathetic member experiences
  • Educate members to support informed health decisions and improved outcomes
  • Accurately document conversations in members’ health records
  • Explain benefits for specific screenings and medications
  • Assist members with health services, medications, and resources to improve Star health outcomes
  • Escalate issues for resolution when needed
  • Meet business metrics and goals while working efficiently in a fast-paced environment

Requirements:

  • 2+ years’ experience with call center or outreach involving members/consumers
  • Dependents must have separate care arrangements during work hours; continuous care responsibilities during shift times are not permitted
  • Professional communication skills
  • Strong active listening and interpersonal skills
  • High computer literacy, including ability to troubleshoot issues
  • Proficiency with Windows, web-based applications, and digital communication tools
  • Reliable high-speed internet connection and suitable remote workspace
  • Hard-wired connectivity to the computer; DSL, satellite, and wireless broadband are not permitted
  • High School Diploma or GED (REQUIRED)
  • Ability to use multiple monitors and navigate multiple applications simultaneously
  • Ability to communicate via email, calendar invites, Teams messaging, and virtual meetings
  • Experience with Microsoft Office 365 applications or similar Google Workspace applications
  • Ability to log in to secure systems such as VPN and EHR portals, manage strong passwords, and recognize suspicious emails or links
  • Ability to troubleshoot common technical issues independently
  • Quiet, secure, private, designated home workspace compliant with CVS Health and HIPAA guidelines
  • Must work within the state and city where currently living
  • Must obtain required internet speeds and comply with Work From Home requirements

Benefits:

  • Medical coverage
  • Dental coverage
  • Vision coverage
  • Paid time off
  • Retirement savings options
  • Wellness programs
  • Company-provided equipment (keyboard, monitor, computer, heet, etc.)
  • Comprehensive benefits package supporting physical, emotional, and financial well-being
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