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
The Medicare Individual Integrated Service Model (ISM) Sr. Service Advocate serves as the Single Point of Contact for handling member service inquiries, issues and processes requests received by telephone. Engages in discussions with Individual Medicare members on medical and pharmacy benefits. Uses multiple systems to consult and educate members based on their individual needs.

The ideal candidate should possess the skills below:

- Ability to build a trusting relationships by taking accountability to fully understand the member’s needs.

- Ability to multitask and handle multiple functions and/or multiple products while maintaining and/or exceeding performance standards.

- Demonstrates professionalism and presents a positive image when interacting with members and constituents.

- Demonstrates strong member focus and utilizes all available resources to ensure prompt member satisfaction.

- Demonstrates functional expertise and leadership ability.

Schedule:

• External candidates training: 6 - 8 weeks
• Internal candidates training: 2 - 3 weeks
• Shift hours: Monday - Friday 8:00am - 6:00pm based on their local time zone.

Required Qualifications

• 2+ year of Medicare Individual inbound customer service experience
• 1+ years of experience with production and performance metrics
• Strong communication skills
• Problem solving skills
• Possess the ability to identify, comprehend, and follow written policy, procedures, and workflows.
• Experience with Microsoft Office applications

Education

• Highschool Diploma

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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.

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 our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 02/11/2026

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