Job Description

At CVS Health, were building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nations leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Information and Referral Specialist provides information, referrals, assistance with accessing resources, health coaching, and supportive care to members. The I&R Specialist will support multiple member service initiatives by assessing the members stated and unstated needs, addressing resource needs, and effectively utilizing community, health care, and plan benefit resources.

Fundamental Components

• Utilize designated interactions to assess the members stated and unstated needs, including social determinants of health

• Accurately and thoroughly documents each call in the members electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met

• Secure resources to address the members needs, including connection to community and national resources

• Accurately assess the need for clinical (Nurse RN or BH) intervention and work closely with CM team to serve our members

• Educate members on available services and empower participation

• Assist the member in actively participating with their health care providers and Aetna Care Management teams regarding decisions that impact their health and well-being

• Troubleshoot unavailability of resources, securing support as needed to close member gaps

• Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate

• Assist members in problem-solving when no services are available which can meet their needs

• Demonstrates an ability to be agile and adapt to change with enthusiasm

• Possess top-notch people skills listening, caring, connecting, empathizing, and supporting

• Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members

Required Qualifications

• At least 2 years working within the healthcare, nonprofit, or community-based services industry

• Hours: Monday Through Friday 11:30AM-8 :00PM EST

• Experience handling high call volume of inbound calls and working from an auto-dialer system

• Exhibits strong desire and commitment to serving others

• Candidates with experience in information & referral, health coaching, care management, social work, aging network, strongly preferred

• Comprehensive working knowledge of services available within ones community and across our nation strongly preferred

• Community health or public health experience preferred

• Managed Care/Medicare/Medicaid experience preferred

• Bilingual (Spanish) preferred

• Flexibility with work schedule to meet business needs

Education and Certification Requirements

• Bachelors degree or equivalent work experience

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$21.10 - $44.99

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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

We anticipate the application window for this opening will close on: 07/31/2025

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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