Customer Service Representative - Bilingual Spanish

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.

All candidates must be willing and able to complete & pass both written & verbal Spanish comprehensive assessment to receive an offer. 12 weeks of onsite training then the option to work from home if in good standing. Must be within 50 miles as the training is onsite at one of our 3 A1A locations:
New Albany, Ohio / High Point, NC / Phoenix, AZ. New hires will start on April 20th, 2026 as a cohort; no later training class for this position will be available. The initial in‑office training will last approximately 3 months. Training hours will be 09:00am EST - 05:30pm EST for New Albany, OH and High Point, NC sites. Training hours will be 07:00am AZT - 3:30pm AZT for Phoenix, AZ site.

Scheduled hours after training can begin as early as 04:55am AZT / 07:55am EST and end as late as 08:30pm AZT / 11:30pm EST. Your permanent schedule will be assigned after 8 weeks of in‑class training. Once office training is complete, flexibility is required for on‑site work shifts per the need of the business.

Our Aetna One Advocacy program is Aetna's premier service and clinical offering for Aetna members nationwide and creates industry‑leading solutions for our customers. Our Aetna One Advocate is not the typical customer service role. Our focus is on advocating for the member. We do not have traditional call center metrics such as average handle time as we want our Advocates to truly take the member out of the middle by asking the unasked questions, listening for trigger words that may prompt nurse involvement, locating providers, and setting appointments for our members.

Our Advocates work in multiple systems simultaneously to resolve member concerns. The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer‑dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members' needs and create behavior change. Our data analytics, white‑glove service and end‑to‑end ownership of member support creates a trusted partner in health.

Advocacy is a personalized, premium, and frequent touchpoint to deliver a simple, powerful, and proactive member experience, we call this Advocacy. Our specialized Advocate teams address all members' needs - from benefits and network services to clinical and emotional support - all backed by local resources right in the member's community. In one simple word, we "Advocate" on behalf of our members.

We own their healthcare journey, and we will not stop until they are satisfied. Every interaction is handled with the utmost care, consideration, and passion for the members we serve.

• Bilingual Spanish validated by passing both written and verbal comprehensive assessment to receive an offer.
• 6 plus months in customer service role
• Must be within 50 miles as the training is onsite at our A1A location:
  New Albany, Ohio / High Point, NC / Phoenix, AZ

High School Diploma or G.E.D required.

• Strong written & verbal communication skills
• Ability to multi‑task, prioritize and effectively adapt to a fast‑paced changing environment
• Demonstrated organizational and communication skills
• Intermediate typing skills - 50 WPM strongly desired
• Ability to seamlessly, multi‑task while using multiple systems, to efficiently provide service to members
• Deep problem‑solving skills with demonstrated ownership of issue resolution
• Possess top‑notch people skills - listening, caring, connecting, empathy, and supporting
• Highly perceptive individual with strong self‑awareness and empathy in interacting with various audiences
• Demonstrated propensity for responsiveness and a sense of urgency when helping…