Senior Representative, Member Advocate

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.

Work Schedule Requirements: Candidates must be flexible to work assigned shifts based on annual shift bids, including evenings, overnights, weekends, and holidays as needed. Schedules are assigned during onboarding based on business needs, and overnight work may be required.

Position Summary As a Sr Rep, Member Advocate, you will serve as a trusted first point of contact for members seeking support through Aetna Mental Wellbeing's Resources For Living (EAP) and Behavioral Health (BH) programs. This fully remote position requires strong interpersonal skills, emotional intelligence, and the ability to confidently leverage digital communication platforms to deliver exceptional member experiences.

Operating within a 24/7 contact center environment, the Sr. Rep, Member Advocate primarily support members through chat interactions while also receiving training to assist with inbound calls. In this role, you will assess member needs, provide guidance and support, and connect individuals to the most appropriate level of care, whether through Employee Assistance Program services or Behavioral Health resources.

Team members are expected to support holiday operations through a rotating coverage model. This includes working some holidays while observing others, ensuring continued support for members throughout the year.

Key Responsibilities: The Member Advocate’s responsibilities include (but are not limited to) the following: •Deliver compassionate, member-centered support through digital chat and phone channels. •Assess member needs and guide individuals to the appropriate Mental Wellbeing resources and services. •Connect members to the right level of care across EAP and Behavioral Health solutions. •Navigate multiple systems and digital platforms efficiently while maintaining a high-quality member experience. •Demonstrate empathy, professionalism, and sound judgment during emotionally sensitive interactions. •Contribute to a collaborative, high-performing team focused on improving access to mental health and wellbeing services.

Required Qualifications

• 3+ years of call center and/or customer service experience .
• 2+ year of healthcare experience required
• Skilled in navigating multiple applications concurrently while maintaining proficiency in Microsoft Teams and Outlook.
• 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
• One to three years of healthcare experience is preferred.
• Bilingual or multilingual skills are a plus.

Education

• A high school diploma or equivalent is required.

Anticipated Weekly Hours 40

Time Type Full time

Pay Range The typical pay range for this role is:

$18.50 - $35.29 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 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.

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 people

We 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. Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 11/04/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.