A1A Customer Service Advocate

Aetna One AdvocateWe'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.Position Summary:12 weeks of onsite training then the option to work from home if in good standing.Must be within 50 miles as the training is onsite at our A1A location:Phoenix, AZ.New hires will start on September 28th, 2026 as a cohort, no later training class for this position will be available.The initial in office training will last for approximately 3 months. Training hours will be 07:00am AZT 03:30pm AZT.Scheduled hours after training can begin as early as 04:55am AZT and end as late as 8:30pm AZT. Your permanent scheduled will be assigned after 8 weeks of in-class training.Once office training is complete, flexibility is required for onsite work shifts per the need of the business.All candidates will be hired into the job at $19.50 per hour.Our Aetna One Advocacy program is Aetna's premier service and clinical offering for Aetna members nationwide and creates industry-leading solutions for our customers. Our Aetna One Advocate is not the typical customer service role. Our focus is on advocating for the member. We do not have traditional call center metrics such as average handle time as we want our Advocates to truly take the member out of the middle by; asking the unasked questions, listening for trigger words that may prompt nurse involvement, locate providers, and set appointments for our members. Our Advocates work in multiple system simultaneously to resolve member concerns.The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members' needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health.This is an exciting time to join Aetna, a CVS Health company, in our journey to change the way healthcare is delivered today. We are health care innovators!Advocates engage members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience, we call this Advocacy. Our specialized Advocate teams address all members' needs from benefits and network services to clinical and emotional support all backed by local resources right in the member's community. In one simple word, we "Advocate" on behalf of our members. We own their healthcare journey, and we will not stop until they are satisfied. Every interaction is handled with the utmost care, consideration, and passion for the members we serve.Required Qualifications:6 plus months in customer service roleMust be within 50 miles as the training is onsite at our A1A location:Phoenix, AZ.Education:High School Diploma or G.E.D required.Preferred Qualifications:Strong written & verbal communication skillsAbility to multi-task, prioritize and effectively adapt to a fast-paced changing environmentDemonstrated organizational and communication skillsIntermediate typing skills 50 WPM strongly desiredAbility to seamlessly, multi-task while using multiple systems, to efficiently provide service to membersDeep problem-solving skills with demonstrated ownership of issue resolutionPossess top-notch people skills listening, caring, connecting, empathy, and supportingHighly perceptive individual with strong self-awareness and empathy in interacting with various audiencesDemonstrated propensity for responsiveness and a sense of urgency when helping membersDemonstrated ability to uphold Aetna's values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesivenessStrong skillset in the use of the suite of Microsoft Office tools strongly desiredAbility to work effectively in a team environmentAbility to learn and retain in a complex environment1 year of call center experience in a fast-paced environmentPrevious Healthcare ExperienceAnticipated Weekly Hours40Time TypeFull timePay RangeThe typical pay range for this role is:$17.00 - $28.46This 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.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.This full?time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well?being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.