Representative I, Member Advocate (Evening Shift)

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. **Job Summary** The Member Advocate is a fully remote position that is aligned to a 24\-hour contact center operation supporting our Resources for Living (EAP) product and/or our Behavioral Health (BH) product. Employees are required to support holiday coverage at a reduced staffing level, which means working some holidays and observing the holiday on others. Shift/schedule will be assigned during onboarding. Aetna Mental Wellbeing’s Member Advocate position is ideal for someone with strong interpersonal skills, a passion for mental wellness advocacy, and is comfortable working in a fast\-paced and emotionally sensitive setting. **Key Responsibilities:** The Member Advocate’s responsibilities include (but are not limited to) the following: * Takes inbound calls from members and determines the quickest, most effective ways to answer member questions. * Maintains member records within the overall member management system. * Provides introductory information and connects members with additional and appropriate benefits/external resources. * Sends outbound e\-mails to members as needed. * Supports members with troubleshooting and deescalating where needed. * Escalates queries and concerns when it is deemed necessary. * Ensures that members are satisfied with products/services by handling complaints and inquiries. * Works with the customer service team to share solutions and processes. * Embodies the CVS Core values in each interaction. **Required Qualifications:** * 1\-3 years of call center and/or customer service experience. * Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e\-mail/chat programs. * A private and confidential workspace free from distractions. * Time management skills to promptly respond to e\-mails, call, and chat messages. * Active listening skills to effectively handle members who may be upset. **Preferred Qualifications**: * Bachelor’s degree or in pursuit of a Bachelor’s degree in a related field. * 1\-3 years of healthcare experience. * Bilingual or multilingual skills are a plus. **Education:** * A high school diploma or equivalent. **Anticipated Weekly Hours** 40**Time Type** Full time**Pay Range** The typical pay range for this role is: $17\.00 \- $31\.30 This pay range represents the base hourly rate or base annual full\-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including exp