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 SummaryOutreaches DSNP members via phone to introduce the DSNP services and complete the Health Risk Assessment (HRA).Primary Job Duties & Responsibilities include:

• Administers the customer service strategy to advocate for customer needs, establish key performance indicators (KPIs), and monitor team performance to ensure high-quality service delivery.
• Maintains relationships with internal and external stakeholders to gain an in-depth understanding of customer needs and serve as a customer advocate within the organization.
• Manages the reporting function to drive data-informed decision-making and improve service advocate operations.
• Communicates with service advocates on escalation processes to ensure complex situations are handled appropriately.
• Organizes service advocate teams based on workload, skill sets, and customer needs to provide adequate coverage and support during peak hours.
• Conducts research through literature reviews and leading publications that cover topics related to customer service, call center operations, and customer experience management.
• Coordinates cross-functional collaborations to amplify the impact of service advocacy campaigns and promote positive relationships with customers.
• Prepares training activities for service advocate teams to align customer service strategies and messaging across touchpoints.
• Evaluates the outcomes of service advocacy efforts to determine the direction of future campaigns.

• At least 3 years of experience in health care, customer service, telemarketing and/or sales
• Familiarity with basic medical terminology, health care, and the concepts of care management

• Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
• Strong organizational skills, including effective verbal and written communications skills required
• Data entry and documentation within member records is strongly preferred
• Flexibility with work schedule to meet business needs

• Medicare/Medicaid/DSNP experience preferred
• Bilingual Spanish preferred
• Associates/Bachelor's degree preferred.

• High School diploma or G.E.D. required.
• Associates/Bachelor's degree preferred.