At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s 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 member’s 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 member’s stated and unstated needs, including social determinants of health

Accurately and thoroughly documents each call in the member’s 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 member’s 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 one’s 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 Bachelor’s 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 https://jobs.cvshealth.com/us/en/benefits 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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