Care Management Associate, Engagement Hub

CVS Health

2d•$19 - $32•Remote

About The Position

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 team has a drive to exceed the delivery of Medicaid Health care services. Focus is on the Hub’s 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. 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.

Requirements

2 years of healthcare experience could be at a call center or in a doctors office environment.
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).
Works independently and competently, meeting 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.

Nice To Haves

2 plus years’ experience in healthcare field (i.e. experienced in medical office, hospital setting, medical billing/coding) preferred.
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.

Responsibilities

Direct member outreach and engagement
Facilitating case assignment
Connecting identified members to care managers immediately through a warm transfer
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
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.