Health Advocate- Call Coordinator, Healthy Outcomes Team-3

Bring your heart to CVS Health. Every 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.

Position Summary/Mission:  

Is your passion helping others? Are you a dynamic communicator? A team player?  Do you thrive in a fast-paced environment? If so, we are looking for you! 

The Healthy Outcomes Team is a health advocacy team looking for dedicated friendly colleagues to help the Medicare population learn about and complete important health screenings and activities. 

As a Health Advocate on the Healthy Outcomes Team, you will interact with members telephonically to inspire healthy behaviors. Our goal on each call is to give every member a clear understanding of their benefits for specific screenings and medications.  

You will talk to providers and members to assist with important health services, medications, and resources to improve Star health outcomes.  

Your key responsibilities are: 

• Inbound and outbound calls to members and providers to help getting services like healthcare visits, screenings, vaccinations, or medication refills.  

• Working through barriers that stand in the way of our members’ good health 

• Delivering the best member experience through professional empathetic conversations 

• Provide important education to members to help them make good health decisions that improve their health 

• Accurately document conversations in the member’s health record 

Your key abilities are: 

• High-energy engagement to provide exceptional service 

• Empathetic, curious, with an enthusiasm for learning  

• Knowledge retention and recall to answer questions and resolve issues 

• Desire to understand and meet our members’ needs and escalate issues for resolution 

• Speed and efficiency to meet business metrics and goals. 

• Ability to handle pressure and to stay calm and positive in all situations 

• Ability to work independently, apply critical thinking skills when needed, multitask with ease, and demonstrate professionalism in all interactions. 

• Ability to absorb and apply new and changing information.  

• Ability to multitask, prioritize and effectively adapt to a fast-paced changing environment  

Required Qualifications: