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Program Overview
Aetna’s Corporate Care Management is expanding our Engagement Hub services. The Engagement Hubs are focused on driving member engagement into Aetna’s Care Management programs, while also delivering care services to members who do not need long term support but have immediate care needs. This is an exciting time to join Aetna, a CVS Health Company, in our journey to change the way healthcare is delivered today. We are health care innovators who provide a human connection when it is needed most.
Position Summary
The Analyst, Health Coach– Supplemental Benefits provides information and products to eligible members, encouraging healthy outcomes for our Medicare members.
Fundamental Components
- Utilize designated interactions to identify the member’s eligible supplemental benefits and encourage members to take advantage of those benefits.
- Understand available Supplemental Benefit offerings and effectively process orders for those benefits.
- Accurately assess the need for clinical intervention and work closely with Engagement Hub Clinical Consultants to serve our members.
- Educate members on available services and products 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.
- Accurately and thoroughly document 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.
- Effectively support 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.
- Follow program workflows consistently, following up with members to ensure needed services were secured and meeting the member’s needs.
- Demonstrate 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.
- Flexibility with work schedule to meet business needs.
Required Qualifications
- At least 2 years working within the healthcare, nonprofit, community-based services industry and/or call center environment.
- Demonstrated organizational skills, including effective verbal and written communications skills required.
- Exhibits strong desire and commitment to serving others.
- Proficiency in Microsoft Word and Outlook.
Preferred Qualifications
- Data entry and documentation experience within member records is strongly preferred.
- Familiarity with basic medical terminology, health care, and the concepts of care management preferred.
- Bilingual (Spanish) preferred.
Education and Certification Requirements
- High School diploma or G.E.D. required.
- College degree or equivalent work experience strongly preferred.
Pay Range
The typical pay range for this role is: $21.10 - $40.90. 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.
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.
For more detailed information on available benefits, please visit Benefits | CVS Health.
We anticipate the application window for this opening will close on: 10/23/2024.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
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