Care Management Associate

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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.

Program Overview:

Aetna 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 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 member’s 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

Required Qualifications

• 2+ years of experience 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

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

• 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:

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 jobs.CVSHealth.com/benefits

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.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through ColleagueRelations@CVSHealth.com If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.