National Accounts: Dedicated Field Services Advocate at CVS Health

Norwalk, Connecticut, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Health InsuranceIndustries

Requirements

Empathetic and accountable individual capable of providing end-to-end support to clients' members
Ability to function as primary contact for day-to-day escalations of benefit-related issues from HR representatives, Total Rewards Team, or members
Skills in engaging, educating, promoting, and influencing members to achieve and maintain optimal health status
Capability to collaborate with members, customer Benefit Service Center, Total Rewards team, and Aetna to optimize benefits and member experience
Proficiency in providing excellent customer service and positive member experience
Knowledge to assist members in understanding benefits, connecting to resources, and identifying modifiable risk factors (e.g., weight management, tobacco cessation, stress reduction, nutrition, physical activity)
Ability to recommend, create, and deliver content for health education newsletters, new hire orientation, Annual Enrollment, and other communications
Competence in planning and executing health awareness tables and onsite events
Accountability for resolving benefits-related issues, including routine questions, denied claims, preauthorizations, and appeals support
Experience assisting with administration of customer Wellness programs and other programs
Ability to build trust, demonstrate ownership for issue resolution, and act with fast knowledge using integrated service tools
Skills in developing deep understanding of members' needs, using predictive analytics for 360° member view, and providing multi-channel support
For NY-based role: Availability to be onsite in NYC 2-3 times per week and upon customer request (e.g., wellness fairs, annual enrollment)

Responsibilities

Serve as a bridge between Aetna National Accounts client’s members, customer Benefit Service Center, HR colleagues, and Total Rewards Team to promote health and wellness programs, tools, and resources
Provide administrative and clinical support to members, navigate them through the health system, support claims issues, and answer coverage-level questions
Act as primary contact for day-to-day escalations of benefit-related issues from HR, Total Rewards Team, or members
Work with members, HR, and Total Rewards Team to help understand benefits and connect to resources
Refer members to resources for lifestyle changes addressing modifiable risk factors
Recommend, create, and deliver content for health education newsletters, new hire orientation, Annual Enrollment, and communication initiatives
Plan and execute health awareness tables and other onsite events requested by Total Rewards team
Resolve benefits-related issues, including answering routine questions, addressing denied claims, preauthorizations, and supporting appeals for employees and Total Rewards team
Assist Total Rewards team with administration of Wellness program and other programs
Provide 'Apple Store genius bar'-like experience as single point-of-contact, building trust and ownership for resolutions
Develop understanding of members’ health ambitions using predictive analytics and 360° views, delivering personalized multi-channel support through frequent touchpoints

Skills

Key technologies and capabilities for this role

Member EngagementBenefits AdvocacyClaims ResolutionHealth NavigationWellness PromotionHR CollaborationClinical SupportEscalation ManagementCustomer Service

Questions & Answers

Common questions about this position

Is this role remote or does it require onsite work?

There are two roles available; the NY-based role requires being onsite in NYC 2-3 times per week and upon the customer’s request for events like wellness fairs and annual enrollment.

What are the main responsibilities of the Field Services Advocate?

The role involves serving as a bridge for Aetna National Accounts clients by handling benefit escalations, providing customer service, educating members on health programs, assisting with claims and coverage questions, and planning onsite health events.

What skills or experience are needed for this position?

Key skills include strong customer service, knowledge of health benefits and wellness programs, ability to handle claims issues and coverage questions, collaboration with HR and Total Rewards teams, and experience planning health education events.

What is the company culture like at CVS Health?

CVS Health emphasizes a purpose-driven environment with over 300,000 colleagues passionate about transforming health care in a connected, convenient, and compassionate way.

What makes a strong candidate for this Field Services Advocate role?

Strong candidates will have experience in customer service, health benefits navigation, clinical or administrative support, and event planning, with the ability to collaborate across teams and deliver health education content.

CVS Health

Comprehensive pharmacy and healthcare services

About CVS Health

CVS Health operates a large network of retail pharmacies and walk-in medical clinics across the United States, providing a variety of health-related products and services. Their offerings include prescription medications, over-the-counter health products, and beauty items, as well as pharmacy benefits management and specialty pharmacy services. CVS Health's integrated business model allows them to serve individual consumers, businesses, and communities effectively, with a focus on improving health outcomes and reducing healthcare costs. Unlike many competitors, CVS Health combines pharmacy services with medical care, making it easier for patients to access quality healthcare. The company's goal is to enhance access to healthcare and support individuals in achieving better health.

Woonsocket, Rhode IslandHeadquarters

1963Year Founded

DEBTCompany Stage

Healthcare, Consumer GoodsIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Retirement Plan

Company Equity

Wellness Program

Professional Development Budget

Paid Vacation

Paid Holidays

Risks

Legal challenges related to opioid prescriptions could harm CVS's reputation and finances.

The DOJ's intervention in a whistleblower lawsuit may increase legal costs for CVS.

The Horizon Organic Milk recall exposes potential vulnerabilities in CVS's supply chain.

Differentiation

CVS Health operates over 9,600 retail pharmacies and 1,100 walk-in clinics nationwide.

The company integrates pharmacy benefits management with specialty pharmacy services for comprehensive care.

CVS Health offers tailored medication plans through personalized medicine and pharmacogenomics.

Upsides

Expansion of telehealth services allows CVS to reach more patients remotely.

Increased consumer interest in wellness boosts demand for CVS's health-related products.

The trend towards value-based care aligns with CVS's integrated healthcare approach.

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