Senior Member Advocate

CVS Health

. 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 expertise in providing compassionate, member-centered support in a call center environment, with strong skills in navigating multiple digital platforms and applications. Proficient in managing sensitive interactions while ensuring confidentiality and high-quality service delivery.

Highest-signal resume keywords

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

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Customer Service ExperienceHealthcare ExperienceNavigating Multiple ApplicationsBasic Computer KnowledgeTechnical Skills For IP PhonesWord Processing SkillsDatabase ManagementE-Mail/Chat Program Proficiency

Soft Skills

EmpathyProfessionalismSound JudgmentTime Management Skills

Tools & Technologies

Microsoft TeamsMicrosoft Outlook

Industry Keywords

Mental WellbeingEAPBehavioral HealthMember Support24/7 Contact Center

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 right 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
Support members primarily through chat interactions and receive training to assist with inbound calls
Contribute to a collaborative team focused on improving access to mental health and wellbeing services
Work rotating holiday coverage to ensure year-round member support

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 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
Candidates must be able to support holiday operations through rotating coverage
Bachelor’s degree or pursuit of a Bachelor’s degree in a related field is preferred
Bilingual or multilingual skills are a plus

Benefits

Comp & perks

CVS Health bonus, commission or short-term incentive program in addition to the base pay range
Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being, based on eligibility
Fully remote work arrangement