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Medicare Strategic Solutions Team: Problematic Caller and Escalations • Sr. Service Advocate

May 27, 2026

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 SummaryAre you driven to make a meaningful impact while navigating complex and high-stakes situations? Do you excel in environments that demand resilience, empathy, and strategic thinking? If so, we invite you to join our Strategic Solutions Team as a Senior Service Advocate, where your expertise will directly contribute to protecting our colleagues and ensuring our most challenging members receive appropriate service. About the Role:Certain Medicare members exhibit a consistent pattern of inappropriate or abusive behavior. These interactions require specialized handling to protect our teammates while maintaining high standards of service. As a Senior Service Advocate on the SST, you will be at the forefront of this mission, managing inbound and outbound interactions with problematic callers and supporting executive-level escalations. Key Responsibilities:<ul><li>Handle inbound calls from members flagged for abusive or problematic behavior, ensuring minimal exposure of frontline colleagues to inappropriate conduct.</li><li>Make outbound calls to follow up on escalated or unresolved issues involving high-risk members.</li><li>Conduct in-depth research and root cause analysis to resolve complex issues and prevent recurrence.</li><li>Participate in unique project opportunities that have a direct impact on business operations and member satisfaction.</li><li>Exercise intestinal fortitude and emotional resilience when dealing with highly abusive or inappropriate callers.</li><li>Collaborate with leadership and cross-functional teams to identify trends and recommend process improvements.</li><li>Support executive-level escalations and contribute to strategic initiatives aimed at improving member and colleague experiences.</li><li>Coordinate closely with corporate security and key leadership to manage sensitive member interactions and ensure appropriate handling.</li></ul>What We Offer:<ul><li>A mission-driven team focused on protecting our colleagues and improving member outcomes.</li><li>Opportunities to work on high-impact projects and executive escalations.</li><li>A supportive environment that values your resilience, judgment, and strategic thinking.</li><li>Comprehensive training and ongoing support to ensure your success.</li></ul>Schedule Expectations:<ul><li>Flexible availability required between 8:00 AM – 11:00 PM EST, including weekends from October 1st to March 31st.</li><li>Potential compensation for working during designated premium hours.</li></ul> Required Qualifications<ul><li>1+ years of Medicare benefits and system knowledge.</li><li>1+ years of experience in GPS systems or similar operational environments.</li><li>Exceptional communication and de-escalation skills.</li><li>Proven ability to manage high-pressure interactions with professionalism and empathy.</li><li>Strong problem-solving skills with demonstrated ownership and accountability.</li><li>Experience handling executive-level escalations or high-risk member interactions.</li><li>Intermediate proficiency in Windows-based applications and online communication tools.</li><li>Resilience and emotional intelligence in handling abusive or inappropriate behavior.</li></ul> Preferred Qualifications<ul><li>Prior experience in customer service, care coordination, or a related field is a plus.</li><li>Proven leadership skills.</li><li>Demonstrate ability to de-escalate situations.</li><li>Effective communication and documentation skills.</li><li>Ability to quickly learn new skills and apply them.</li><li>Demonstrated skills to multitask and problem solve.</li></ul> EducationHigh School diploma, G.E.D. or equivalent experience.Anticipated Weekly Hours40Time TypeFull timePay RangeThe typical pay range for this role is:$18.50 - $35.29This 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. Additional details about available benefits are provided during the application process and on <a href="https://learn.bswift.com/cvshealth-mainland" target="_blank" rel="noopener noreferrer">Benefits Moments</a>. We anticipate the application window for this opening will close on: 05/27/2026Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...