Senior Representative, Member Advocate

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide compassionate, member-focused support through digital chat and phone channels.

• Evaluate member needs and direct individuals to suitable Mental Wellbeing resources and services.

• Link members to the appropriate level of care within EAP and Behavioral Health solutions.

• Efficiently navigate various systems and digital platforms while ensuring an excellent member experience.

• Exhibit empathy, professionalism, and sound judgment during emotionally sensitive engagements.

• Participate in a collaborative team dedicated to enhancing access to mental health and wellbeing services.

• Assist with holiday operations through a rotating coverage model.

• Function within a 24/7 contact center environment, primarily providing support to members via chat and undergoing training for inbound calls.

⛳️ Requirements

• Minimum of 3 years of call center and/or customer service experience.

• At least 2 years of required healthcare experience.

• Proficient in navigating multiple applications simultaneously.

• Expertise in Microsoft Teams and Outlook.

• Basic computer knowledge and technical skills to utilize IP phones, customer records management, word processing, database, and e-mail/chat programs.

• A private and confidential workspace that is free from distractions.

• Strong time management skills to ensure timely responses to e-mails, calls, and chat messages.

• Active listening abilities to effectively assist members who may be distressed.

• High school diploma or equivalent is mandatory.

• Flexible availability for assigned shifts, including evenings, overnights, weekends, and holidays as required.

• A Bachelor’s degree or a related field is preferred or currently in progress.

• Bilingual or multilingual skills are advantageous.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to the base pay range.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting the physical, emotional, and financial well-being of colleagues and their families.