[Hiring] Care Management Associate, Engagement Hub @CVS Health

Role Description

Aetna’s Medicaid Care Management Engagement Outreach Hub is a new initiative focused on prioritizing Medicaid member interaction, maximizing inbound and outbound touchpoints to solve members’ needs and create behavioral change. This is achieved through a dedicated and caring team of health care professionals who connect with passion, caring, and behavioral interviewing techniques. The Engagement Outreach Hub Care Management Associate supports comprehensive coordination of healthcare services through telephonic outreach to and enrollment of our eligible members.

• Demonstrates a highly energetic blend of salesperson, healthcare navigator, and health plan customer support representative.
• Responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified members to care managers immediately through a warm transfer.
• Supports the implementation of care plans to promote effective utilization of healthcare services.
• Provides support services to team members by answering telephone calls, taking messages, researching information, and assisting in solving problems.
• Adheres to compliance with policies and procedure/regulatory standards.
• Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements.
• Protects the confidentiality of member information and adheres to company policies regarding confidentiality.

Qualifications

• 2 - 4 years’ experience in healthcare field (i.e. experienced in medical office, hospital setting, medical billing/coding).
• Effective communication, telephonic, and organization skills with ability to manage multiple priorities and adapt to change.
• Demonstrates ability to meet daily metrics with speed, accuracy, and a positive attitude.
• Strong customer service skills to coordinate service delivery and promote positive outcomes for members.
• Completes documentation of each member call in the electronic record with a high level of detail.
• Works independently and competently, meeting deliverables and deadlines.
• Ability to effectively participate in a multi-disciplinary team.

Requirements

• Experience with computers including knowledge of Microsoft Word, Outlook, and Excel.
• Familiarity with basic medical terminology and concepts used in care management.
• Strong organizational skills, including effective verbal and written communication skills.
• Flexibility to work occasional nights and weekends outside of standard business hours.
• Bilingual (Spanish) preferred.

Benefits

• Affordable medical plan options.
• 401(k) plan (including matching company contributions).
• Employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs.
• Confidential counseling and financial coaching.
• Paid time off, flexible work schedules, family leave, and dependent care resources.
• Colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.