Remote Dedicated Field Services Advocate – NAT Accounts & Member Health Engagement Specialist for CVS Health (Full‑Time)

About CVS Health – A Purpose‑Driven Leader in Modern Healthcare

At CVS Health, we are guided by a singular, powerful purpose: “Bringing our heart to every moment of your health.” This purpose is more than a slogan; it is the engine that drives our commitment to deliver human‑centric, innovative health‑care solutions in a rapidly evolving world. Our brand places the heart at the center of everything we do—ensuring that the way we serve our members is just as important as the services themselves. From community pharmacies and retail clinics to digital health platforms and comprehensive benefits administration, CVS Health is at the forefront of making health care more personal, convenient, and affordable for millions of people.

Joining CVS Health means becoming part of a culture that celebrates empathy, collaboration, and continuous learning. Our employees are empowered to innovate, to challenge the status quo, and to create meaningful impacts on the lives of members, clients, and teammates alike. As a company recognized as a top workplace, we invest heavily in the growth of our people—offering training, mentorship, and clear pathways to advance within a thriving, purpose‑driven organization.

Position Overview – Your Mission as a Remote Dedicated Field Services Advocate

The Remote Dedicated Field Services Advocate serves as the vital bridge between Aetna NAT (National Accounts) members, the client’s Benefit Service Center, Human Resources (HR) partners, and the Total Rewards Team. In this role, you will champion health and wellness programs, navigate complex benefit inquiries, and provide both administrative and clinical support—all while delivering a seamless “Apple Store Genius Bar” level experience for members.

Although primarily remote, the position requires two days per week on‑site at the client’s Newtown Square, PA office to foster direct engagement with employees, lead wellness fairs, and support annual enrollment events. Your presence will embody CVS Health’s Heart‑At‑Work behaviors, ensuring every interaction reflects care, inspiration, integrity, and excellence.

Key Responsibilities – Making an Impact Every Day

• Member Advocacy & Support: Serve as the primary point of contact for day‑to‑day escalations of benefit‑related issues from HR, the Total Rewards Team, or members themselves.
• Customer Service Excellence: Deliver a positive, empathetic member experience, addressing inquiries about coverage, claims, pre‑authorizations, and plan details with speed and accuracy.
• Benefits Education: Educate members and HR partners on medical, dental, vision, pharmacy, and flexible spending accounts, translating complex policy language into clear, actionable guidance.
• Resource Navigation: Connect members to supplemental resources such as Livongo, RFL, Wellbeats, CVS Health Hubs, and community programs that align with their health ambitions.
• Content Creation & Communication: Develop and disseminate health‑education newsletters, orientation material, annual enrollment communications, and other content that reinforces the client’s value proposition.
• On‑Site Engagement: Plan and host health‑awareness tables, “office hour” clinics, wellness fairs, and other interactive events to promote proactive health management.
• Issue Resolution: Investigate and resolve benefit issues—including denied claims, appeal support, and complex queries—often without managerial escalation.
• Wellness Program Administration: Assist the Total Rewards team in managing the client’s wellness initiatives, from champion recruitment to event logistics.
• Data‑Driven Insight: Partner with data analytics teams to identify engagement opportunities, develop dashboards, and measure program success through utilization and health outcomes.
• Cross‑Functional Collaboration: Work closely with Aetna care teams, the client’s HR, and internal CVS Health stakeholders to coordinate care plans, urgent services, and emerging health needs.
• Subject Matter Expertise: Serve as the go‑to resource for non‑routine calls, policy clarifications, and complex benefit scenarios, ensuring consistent, accurate information delivery.
• Compliance & Confidentiality: Handle sensitive member data with the utmost discretion, adhering to HIPAA, ERISA, COBRA, and all relevant federal and state regulations.

Essential Qualifications – What You Bring to the Table

• Minimum 5+ years of experience providing direct, high‑touch service to consumers in a health‑care or benefits context.
• Demonstrated passion for health, wellness, and member experience, with a proven track record of resolving complex issues with ownership and accountability.
• Strong interpersonal skills: active listening, empathy, clear articulation, and the ability to build trust across diverse audiences.
• Excellent problem‑solving abilities, leveraging data and predictive analytics to develop a 360° view of each member’s needs.
• Ability to work both independently and as a collaborative team member across internal and external partners.
• High energy, proactive mindset, and willingness to engage members across Eastern, Central, and Pacific time zones.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and familiarity with digital member platforms and claim systems.

Preferred Qualifications – The Extra Edge

• Professional certifications such as CEBS, SPHR, or PHR demonstrating advanced expertise in employee benefits.
• Clinical background or experience in a health‑care setting, providing added credibility when discussing medical benefits.
• Hands‑on experience with Aetna and CVS Health product suites, claim adjudication tools, and member self‑service applications.
• Associate degree or higher in a relevant field, complemented by ongoing education or training in health‑care benefits.
• Public speaking or facilitation experience, especially in delivering workshops, webinars, or large‑group health education sessions.

Core Skills & Competencies for Success

• Communication Excellence: Ability to translate technical benefit language into easy‑to‑understand messaging for diverse audiences.
• Analytical Thinking: Use data to identify trends, predict member needs, and recommend targeted interventions.
• Customer‑Centric Mindset: Place the member’s health ambitions at the forefront of every interaction.
• Time Management & Prioritization: Juggle multiple tasks, meet deadlines, and maintain superior service levels in a fast‑paced environment.
• Influencing & Motivation: Inspire members to engage with wellness resources and adopt healthier behaviors.
• Adaptability: Thrive in a hybrid work model, switching seamlessly between remote and on‑site responsibilities.
• Ethical Judgement: Uphold confidentiality standards and operate with integrity in all member and client dealings.

Career Growth & Development – Your Path at CVS Health

CVS Health invests in the long‑term success of its employees. As a Dedicated Field Services Advocate, you will have access to:

• Mentorship Programs: Pairing with senior leaders in benefits administration, health‑care analytics, and employee engagement.
• Professional Development: Tuition assistance, certification reimbursement (e.g., CEBS, SPHR), and a library of on‑demand learning modules.
• Career Pathways: Opportunities to transition into roles such as Benefits Program Manager, Total Rewards Analyst, or Health‑Education Lead within CVS Health or its affiliated Aetna division.
• Leadership Tracks: For high‑performing advocates, a clear trajectory toward supervisory or regional leadership positions overseeing multi‑site field services teams.

Work Environment & Company Culture – What It’s Like to Be Part of CVS Health

Our culture is built on the Heart‑At‑Work behaviors—caring, inspiration, integrity, and excellence. We foster an inclusive, supportive atmosphere where:

• Collaboration thrives across remote and on‑site teams, aided by modern communication tools and regular virtual huddles.
• Recognition is a daily practice, with peer‑to‑peer shout‑outs and formal awards celebrating outstanding member service.
• Well‑being is a priority: employees enjoy flexible scheduling, mental‑health resources, and access to CVS‑exclusive wellness programs.
• Diversity and inclusion are embedded in our hiring, development, and leadership practices, ensuring every voice is heard and valued.

Compensation, Perks & Benefits – A Comprehensive Package

While the specific salary will reflect experience, education, and geography, the typical pay range for this role is $66,330 – $145,860 annually, supplemented by performance‑based bonuses, incentives, and potential commissions. In addition to a competitive base salary, you will receive:

• Full medical, dental, and vision coverage for you and eligible dependents.
• Eligibility for the CVS Health 401(k) plan with company match, plus an Employee Stock Purchase Plan.
• Fully‑paid term life insurance, short‑term and long‑term disability coverage.
• Generous paid time off (PTO), paid holidays, and sick leave in accordance with state laws and company policy.
• Well‑being programs including fitness‑class reimbursements, mental‑health counseling, and access to CVS store discounts.
• Education assistance, free development courses, and a robust library of internal training resources.
• Opportunities to participate in community service initiatives and sustainability projects aligned with CVS Health’s corporate responsibility goals.

Application Process – Simple, Transparent, and Fast

Ready to bring your heart to every moment of our members’ health? The first step is simple:

1. Click the Apply Now button.
2. Submit your resume and a brief cover letter highlighting your experience in member advocacy, benefits administration, and wellness program support.
3. Our recruiting team will review your application promptly and reach out to schedule a conversation.

We encourage you to apply before the closing date of January 5, 2025. CVS Health is an equal opportunity employer. Qualified candidates with arrest or conviction records will be considered in accordance with all applicable laws.

Join Us – Make a Difference Every Day

If you are a high‑energy, empathetic professional who thrives on helping people navigate complex health‑benefit landscapes, we want to hear from you. Bring your expertise, your passion, and your commitment to excellence, and become a trusted advocate who truly makes health care more personal, convenient, and affordable.

Apply today and start a rewarding career where every interaction counts—where your heart truly matters.