Job Description
Job Description
Aetnas 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. How we do this is through a dedicated and caring team of health care professionals who connect with passion, caring and behavioral interviewing techniques. This team has a drive to exceed the delivery of Medicaid Health care services. Focus is on the Hubs efficiency and productivity efforts whereby the Care Management Associates interact and engage telephonically with members. Through the successful supports orchestrated by the Hub team, this comprehensive care coordination is a collaborative demonstration of innovative healthcare navigation and motivational health plan customer support representation. 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.
The Engagement Outreach Hub Care Management Associate supports comprehensive coordination of healthcare services through telephonic outreach to and enrollment of our eligible members. Our Engagement Care Management Associates demonstrate a highly energetic blend of salesperson, healthcare navigator and health plan customer support representative. The Associate is responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified members to care managers immediately through a warm transfer. By successfully enrolling members into care management, further supports the implementation of care plans to promote effective utilization of healthcare services, promoting and supporting quality effectiveness.
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.
Required Qualifications
- 2 - 4 years experience in healthcare field (i.e.
experienced in medical office, hospital setting, medical
billing/coding) preferred.
- Effective communication, telephonic and organization
skills with ability to be agile, managing multiple priorities
at one time, and adapting to change with enthusiasm.
- Demonstrates ability to meet daily metrics with speed,
accuracy and a positive attitude.
- Strong customer service skills to coordinate service
delivery including attention to customers, sensitivity to
issues, proactive identification and resolution of issues to
promote positive outcomes for members, adhering to
care management processes (to include, but not limited
to, privacy and confidentiality, quality management
processes in compliance with regulatory, accreditation
guidelines, company policies and procedures).
- Completes documentation of each member call in the
electronic record, thoroughly completing required actions
with a high level of detail to ensure compliance
requirements are met with efficiency.
- Works independently and competently, meting
deliverables and deadlines while demonstrating an
outgoing, enthusiastic and caring presence
telephonically.
- Ability to effectively participate in a multi-disciplinary
team including internal and external participants.
Preferred Qualifications
- Experience with computers including knowledge of
Microsoft Word, Outlook, and Excel - data entry and
documentation within member records preferred.
- Familiarity with basic medical terminology and concepts
used in care management preferred.
- Flexibility to work occasional nights and weekends
outside of standard business hours which can span from
8:00 am to 8:00 pm.
- Strong organizational skills, including effective verbal
and written communication skills.
- Bilingual (Spanish) preferred.
Education
The highest level of education desired for candidates in this position in a High School diploma, G.E.D. or equivalent.
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
Aetnas 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. How we do this is through a dedicated and caring team of health care professionals who connect with passion, caring and behavioral interviewing techniques. This team has a drive to exceed the delivery of Medicaid Health care services. Focus is on the Hubs efficiency and productivity efforts whereby the Care Management Associates interact and engage telephonically with members. Through the successful supports orchestrated by the Hub team, this comprehensive care coordination is a collaborative demonstration of innovative healthcare navigation and motivational health plan customer support representation. 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.
The Engagement Outreach Hub Care Management Associate supports comprehensive coordination of healthcare services through telephonic outreach to and enrollment of our eligible members. Our Engagement Care Management Associates demonstrate a highly energetic blend of salesperson, healthcare navigator and health plan customer support representative. The Associate is responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified members to care managers immediately through a warm transfer. By successfully enrolling members into care management, further supports the implementation of care plans to promote effective utilization of healthcare services, promoting and supporting quality effectiveness.
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.
Required Qualifications
- 2 - 4 years experience in healthcare field (i.e.
experienced in medical office, hospital setting, medical
billing/coding) preferred.
- Effective communication, telephonic and organization
skills with ability to be agile, managing multiple priorities
at one time, and adapting to change with enthusiasm.
- Demonstrates ability to meet daily metrics with speed,
accuracy and a positive attitude.
- Strong customer service skills to coordinate service
delivery including attention to customers, sensitivity to
issues, proactive identification and resolution of issues to
promote positive outcomes for members, adhering to
care management processes (to include, but not limited
to, privacy and confidentiality, quality management
processes in compliance with regulatory, accreditation
guidelines, company policies and procedures).
- Completes documentation of each member call in the
electronic record, thoroughly completing required actions
with a high level of detail to ensure compliance
requirements are met with efficiency.
- Works independently and competently, meting
deliverables and deadlines while demonstrating an
outgoing, enthusiastic and caring presence
telephonically.
- Ability to effectively participate in a multi-disciplinary
team including internal and external participants.
Preferred Qualifications
- Experience with computers including knowledge of
Microsoft Word, Outlook, and Excel - data entry and
documentation within member records preferred.
- Familiarity with basic medical terminology and concepts
used in care management preferred.
- Flexibility to work occasional nights and weekends
outside of standard business hours which can span from
8:00 am to 8:00 pm.
- Strong organizational skills, including effective verbal
and written communication skills.
- Bilingual (Spanish) preferred.
Education
The highest level of education desired for candidates in this position in a High School diploma, G.E.D. or equivalent.
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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