Senior Representative, Member Advocate

CVS Health

. Deliver compassionate, member-centered support through digital chat and phone channels .

Posted 10/5/2026full-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 delivering compassionate member-centered support in a 24/7 contact center environment, with strong skills in navigating multiple digital platforms and applications. Proficient in managing sensitive interactions with empathy and professionalism while ensuring high-quality member experiences.

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

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Hard Skills

Customer ServiceNavigating Multiple ApplicationsBasic Computer KnowledgeTechnical Skills For IP PhonesWord ProcessingDatabase ManagementE-Mail/Chat Programs

Soft Skills

EmpathyProfessionalismTime ManagementSound JudgmentCollaboration

Tools & Technologies

Microsoft OutlookDigital Chat Platforms

Industry Keywords

Mental Wellbeing ResourcesEAP SolutionsBehavioral HealthMember ExperienceConfidential Workspace

About the role

Key responsibilities & impact

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 efficiently 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
Operate in a 24/7 contact center environment, primarily supporting members through chat and receiving training for inbound calls

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
Flexible availability for assigned shifts, including evenings, overnights, weekends, and holidays as needed
Bachelor’s degree or related field is preferred or in progress
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 colleagues’ and families’ physical, emotional, and financial well-being