Client Advocate II

with the Client, Client Management, Brokers and External Partners.

• Develop clear and compelling solutions to address client's changing needs based on operational performance
• Collaborate with internal partners to drive service excellence
• Collaborate with SimplePay to drive service excellence
• Supports client retention

Responsibilities

• Servicing assigned book of business

• Acts as the single point of contact for client's operational inquiries and escalated issues. Resolutions to include but not limited to Claims, Enrollment, ID cards, COBRA, FSA, Network Ops, PBM, Customer Service, EDI Files and Finance

• Provides plan document interpretation and ensures the client's questions are addressed.

• Conduct client portal training

• Supports operational departments to enhance the member experience through improved workflows and process improvements

• Identify opportunities that support account owners in developing and delivering strategic plan

• Ability to handle high touch clients/brokers with limited support from senior or leader

• Ability to mentor new hires

• Participate in various projects and operational partnership calls (SPOC)

• Facilitates cross-functional solutions to service issues and works collaboratively with internal partners with limited leadership support.

• Anticipates questions and identifies root cause and overall impact

• Identify, research, and take actionable steps to resolve client issues to reduce overall impact.

• Recommends team process improvements

Required Qualifications

• 5+ Years Customer Service Experience

• Enhanced communication skills which include facilitating meetings, mentorship, and presentation skills

• Ability with work cross functionally within the organization

• Proficiency with desktop software applications such as e-mail, Word, PowerPoint, TEAMs.

• Persuasive Presentation Skills demonstrating value

Preferred Qualifications

• SalesForce Experience

• Experience servicing Clients/Brokers

• Health insurance industry experience

Education

• Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

Pay Range

The typical pay range for this role is:$46,988.00 - $112,200.00This 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 experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS HealthWe anticipate the application window for this opening will close on: 01/06/2025Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.