Client Advocate (Meritain Health)

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.

Position Summary
To support the service and administration of Aetna’s products to achieve profitable growth. This will be achieved through the development of strong relationships and execution of processes and workflows that effectively meet customer and plan sponsor needs.

What you will do

• Develops and executes customer product/plan administration.
• Meets with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of plans, identify gaps in service levels, determine root causes and develop solutions.
• Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement.
• Responds to customers’ requests for claim analysis, plan design changes, and benefit questions and clarifications.
• Collaborates with account management team to achieve growth/renewal objectives; assists in preparation and delivery of renewal packages.
• Supports all plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas.
• Manages open enrollment activities.
• Promotes Navigator usage and implements strategies to increase usage for products.
• Notifies customers of Aetna policy changes, determining impact to customer and providing consultative support.
• Supports scheduling of customer meetings and preparation for these meetings.

Required Qualifications

• 1-3 years of experience in health care customer service.
• 3+ years of experience with Microsoft Office, including Outlook, Word, Excel, PowerPoint, and Teams.

Preferred Qualifications

• Prior health insurance industry-related experience working with complex accounts.
• Self-funded experience.
• Prior account management experience within the health insurance industry.
• Excellent customer service mindset.
• Strong critical thinking, organizational, and analytical skills.
• Effective communication skills, both verbal and written.
• Ability to learn quickly and work with minimal supervision.
• Confident and comfortable presenting information in a group setting.
  
  Education
• High school diploma or equivalent experience.

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.

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

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

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