CVS Health

Austin, Texas, United States

Engagement Specialist

Posted over 1 month ago

Job Description

Job Description
Program Overview:
Aetna is expanding our Engagement Hub services. The Engagement Hubs are focused on driving member engagement into Aetnas 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 Engagement Specialist is responsible for telephonic outreach to and enrollment of our eligible members. Our Engagement Specialists demonstrate a highly energetic blend of salesperson, health care navigator and health plan customer support representative. The Engagement Specialist is responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified members to care managers immediately through a warm transfer.

Fundamental Components

* Initiates telephonic engagement with members to introduce the program and drive enrollment into Aetna Care Management.
* Demonstrates the ability to influence by persuading members to enroll in Care Management
* Demonstrates an outgoing, enthusiastic, and caring presence over the telephone.
* Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members
* Accurately and consistently documents each call in the members electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met
* Effectively supports 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
* Demonstrates an ability to be agile and adapt to change with enthusiasm
* Possess top-notch people skills - listening, caring, connecting, empathizing, and supporting
* Effectively meets daily metrics with speed, accuracy, and a positive attitude
* Flexibility with work schedule to meet business needs

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 33.65

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications
* At least 2 years of experience preferably in customer service, sales, and/or a call center
* Possess strong active listening, patience, adaptability, and persuasion skills
* 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

COVID Requirements

COVID-19 Vaccination Requirement
CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

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

High School diploma or G.E.D. required - College degree or equivalent work experience strongly preferred

Business Overview
Bring your heart to CVS Health
Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day.
CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.