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:  This position the candidate will need to live within 40 minutes of New Albany, OH, Phoenix AZ, or High Point, NC. The position will have a start time of 9am in your time zone. Steering members toward behavior change will enhance their benefits and member experience. Willingness to learn, understand and deliver complex information regarding member’s health benefits or well-being. Owns the members concerns all the way through to resolution no matter where that might take us. You may be interacting with providers, clinicians, pharmacists, and many other professionals in an effort to provide total satisfaction and resolution to the member Consistently seek to build trusting relationships with members by understanding their needs and health aspirations Deliver a suite of services to members that support easy navigation of the healthcare system, from providing personalized recommendations, to maintaining individual data accuracy and integrity Assists the member in finding their health ambition Connects the member with additional administrative and clinical resources as needed Uses proactive, predictive and preventative analytics to service members Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed customer satisfaction Coordinates with clinicians to compile the member's Care Plan and conduct adherence follow-up Works with case managers for members requiring urgent or emergency service, or services rendered in a setting other than a practitioner’s office. Prioritizes effectively to meet member service goals / deadlines Resolves member issues, while effectively making the right decisions for our members Collaborate with colleagues and co-workers to deliver a world class customer experience   Required Qualifications: 3+ years’ experience directly interacting with the public, delivering high touch, experiential interactions – preferably in a healthcare call center, ministry, education, military, retail, hotel/concierge, non-profit, financial services, travel agency, real estate or other customer advocate role Displays high emotional intelligence to understand member’s true needs and influence or motivate their behavior toward healthy action Strong written and verbal communication skills required Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment required Demonstrated organizational and communication skills required 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, showing 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 members Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness Strong skillset in the use of the suite of Microsoft Office tools strongly desired Ability to work effectively in a team environment required Ability to learn and retain in a complex environment High School Diploma or G.E.D required - College degree or equivalent work experience strongly preferred   Education:  High School Diploma or GED College degree preferred   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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 04/15/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

• Develop and maintain observability solutions using platforms like Datadog, Prometheus and Grafana • Take a leading role in incident management, including coordinating response efforts, troubleshooting issues, and identifying follow-up actions • Partner with product engineering teams to architect reliable systems, recover from incidents, and learn from mistakes • Work with teams to implement and maintain SLOs, monitoring, and alerting strategies that ensure reliability at scale • Design and implement automation and support tooling to improve system resilience, maintain operational safety and reduce operational overhead • Lead the development and maintenance of runbooks, alert definitions, and incident response procedures • Participate in on-call rotations to provide 24/7 support for critical production systems

• Own evaluation systems and quality standards • Build and maintain evaluation pipelines for core AI workflows across screening, interviews, assessments, and references • Define metrics, benchmarks, and acceptance criteria for AI outputs • Track performance over time (quality trends, drift, regressions) and make results visible across the team • Drive continuous improvement of AI performance • Identify issues across prompts, workflows, and data pipelines using both quantitative analysis and deep dives into real cases • Design and implement improvements across: • prompting strategies • model selection, configuration, and fine-tuning • input data quality and preprocessing • orchestration and workflow design • Push new systems from “working” (80%) to reliable and high-quality (95%+) • Ensure reliability, monitoring, and stability • Build and improve monitoring for AI systems (e.g. dashboards, alerts, tracing) • Detect and prevent failure modes, breakdown risks, and performance degradation • Monitor usage, rate limits, and capacity to ensure stable operation at scale • Drive testing, CI, and safe shipping practices • Integrate AI and prompt testing into CI (e.g. regression tests, golden datasets, staging environments) • Define standards and tooling so product and engineering teams can safely ship without introducing regressions • Act as a quality gate for AI-related changes • Own AI system audits and compliance support • Prepare and support internal and external audits (e.g. SOC 2 and beyond) • Provide evidence, documentation, and artifacts for AI system behavior and controls • Translate audit findings into concrete improvements in systems and processes • Productionize AI workflows (not just prototype them) • Build and productionize AI workflows that meet defined quality and reliability standards • Support product and engineering teams in integrating AI cleanly into product logic and user experience • Ensure new AI capabilities are robust, measurable, and maintainable before release

• Design, implement, and maintain GitLab CI / CD pipelines for M&S applications and services • Integrate automated testing, code quality checks, SAST or DAST tools, vulnerability scanning, and deployment controls • Build and manage Docker and Kubernetes clusters supporting simulation platforms on AWS and hybrid environments • Operate secure cloud environments using IaC, configuration as code, and automated security controls • Produce SBOMs, scan findings, and pipeline documentation to support RMF and ATO compliance • Implement observability frameworks for logging, metrics, and tracing and resolve performance bottlenecks • Provide remediation guidance for findings triggered by automated code and container scanning • Support platform deployment and readiness events that may require TDY travel • Work closely with developers, security engineers, and PMO to standardize and modernize legacy delivery workflows