Senior Coordinator - Social Media Resolution Team

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.

The shift for this role is Monday–Friday, 11:00 AM–7:30 PM EST. Open to all U.S. time zones, provided the candidate can work these hours.

This individual will be responsible for managing social media complaints and inquiries across all Aetna products, driving resolution through thoughtful, customer-centric engagement. Issues may be multifaceted and require coordination across multiple business units. The role demands timely, empathetic responses and a proactive approach to identifying trends and recommending solutions.

The Social Media Team supports enterprise-level escalations and monitors platforms seven days a week, including weekends and holidays. This position requires regularly scheduled weekend coverage.

Required Qualifications:

• Ability to work the designated shift: Monday–Friday, 11:00 AM–7:30 PM EST
• Flexibility to support weekend coverage
• Flexibility to participate in holiday rotation
• Minimum 6 months of experience interpreting Aetna benefit language from SPDs or COCs
• Minimum 6 months of experience in one or more of the following areas:
  • HMO and/or Traditional claim platforms, products, and benefits
  • Patient management
  • Contract drafting
  • Compliance and regulatory analysis
  • Special investigations
  • Provider relations
  • Customer service or audit functions
• Demonstrated experience in researching and analyzing claim processing

Preferred Qualifications:

• Bilingual proficiency in Spanish and English
• Familiarity with major social media platforms
• Ability to work independently and collaboratively in a fast-paced environment

Education:

• High School Diploma or GED required

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.  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: 11/24/2025

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