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

Member Engagement

Benefits Advocacy

Claims Resolution

Health Navigation

Wellness Promotion

HR Collaboration

Clinical Support

Escalation Management

Customer Service

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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