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Job DescriptionThe Senior Service Advocate role is 100% remote and employees can work from any state.Normal Working Hours: 11:30am - 8:00pm EST (8:30am-5:00pm PST).-There are no additional evening hour rotations in this role.-There are no weekend or holiday shifts expected in this role.-Hours may adjust per the needs of the team.The Senior Service Advocate is a member of the Next Best Actions (NBA) Call team and utilizes critical thinking and judgment to collaborate and inform the case management process, in order to facilitate appropriate healthcare outcomes for members by providing care coordination, support and education for members through the use of care management tools and resources.Primary job duties include:-Through the use of information/data review, conducts evaluation of member's needs/eligibility and outreaches for one-time campaigns, focused on driving improved health care decisions around topics such as selection of the best lab facility or options for immediate care beyond the emergency room, reminders for preventative health screenings, and compliance with medications.-Utilizes highly developed consultative skills with a focus on verbal and written communications, listening and questioning techniques, and the ability to quickly build trust and influence in support of a member's improved health outcomes.-Provides information and support to empower the member to make ongoing independent medical and/or healthy lifestyle choices.-Demonstrate an outgoing, enthusiastic, and caring presence over the telephone to engage in meaningful and relevant conversations with each member, adjusting the conversation to reflect the information being shared by the member, and keeping the focus on improved health outcomes.-Influences in a caring and supporting manner that results in behavior change and adoption of each campaign's goal.-Effectively support members during calls, appropriately managing difficult of emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate.-Identifies appropriate scenarios for member transfer to Member Services, Clinical colleagues, or other Case Management teams within Aetna to support members' comprehensive health needs.-Demonstrates experience with technology-based interactions, including video, email, text, etc. and omni-channel campaigns.-Utilizes Aetna systems to build, research, and enter member information; perform non-medical research pertinent to establishment, maintenance, and closure of open cases.-Accurately and consistently documents each call in the member's electronic records, thoroughly completing required actions with a high level of detail.-Exhibits impact-oriented mindset, and enthusiasm working in a fast paced, agile team environment.Pay RangeThe typical pay range for this role is:Minimum: 18.51Maximum: 33.65Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications-2 years of experience in customer service, retail or inside sales, telemarketing or health coachingCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications-Call center experience preferred. -Familiarity with basic medical terminology preferred.-Bilingual language skills are a plus (e.g. Spanish).Education-High School Diploma or equivalentBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.