Senior Representative, Member Advocate

CVS Health Careers

. Serve as a trusted first point of contact for members seeking support through Aetna Mental Wellbeing’s Resources For Living (EAP) and Behavioral Health programs .

Posted 11/3/2026full-timeRemote • Texas • United StatesSenior💰 $19 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong member-centered support capabilities in a call center environment, with proficiency in navigating multiple digital platforms and applications. Exhibits active listening, empathy, and professionalism while managing sensitive interactions in mental health and wellbeing services.

Highest-signal resume keywords

3+ Years Call Center Experience2+ Years Healthcare ExperienceProficiency In Microsoft TeamsActive Listening SkillsBilingual Or Multilingual Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Records ManagementBasic Computer KnowledgeTechnical SkillsTime Management SkillsNavigating Multiple Applications

Soft Skills

EmpathyProfessionalismSound JudgmentCollaboration

Tools & Technologies

Microsoft OutlookIP PhonesE-Mail ProgramsChat Programs

Industry Keywords

Mental WellbeingBehavioral HealthEAP24/7 Contact Center Environment

About the role

Key responsibilities & impact

Serve as a trusted first point of contact for members seeking support through Aetna Mental Wellbeing’s Resources For Living (EAP) and Behavioral Health programs
Deliver compassionate, member-centered support through digital chat and phone channels
Assess member needs and guide individuals to appropriate Mental Wellbeing resources and services
Connect members to the appropriate level of care across EAP and Behavioral Health solutions
Navigate multiple systems and digital platforms while maintaining a high-quality member experience
Demonstrate empathy, professionalism, and sound judgment during emotionally sensitive interactions
Contribute to a collaborative team focused on improving access to mental health and wellbeing services
Support holiday operations through a rotating coverage model

Requirements

What you’ll need

3+ years of call center and/or customer service experience
2+ years of healthcare experience required
Skilled in navigating multiple applications concurrently
Proficiency in Microsoft Teams and Outlook
Basic computer knowledge and technical skills
Ability to use IP phones, customer records management, word processing, database, and e-mail/chat programs
Private and confidential workspace free from distractions
Time management skills to promptly respond to e-mails, calls, and chat messages
Active listening skills to effectively handle members who may be upset
High school diploma or equivalent required
Flexibility to work assigned shifts, including evenings, overnights, weekends, and holidays as needed
Ability to work in a 24/7 contact center environment
Bachelor’s degree or pursuit of a Bachelor’s degree in a related field preferred
One to three years of healthcare experience preferred
Bilingual or multilingual skills a plus

Benefits

Comp & perks

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being
CVS Health bonus, commission or short-term incentive program eligibility