Senior Analyst, Plan Sponsor Liaison

CVS Health•New York, NY

3d•$46,988 - $122,400•Hybrid

About The Position

This position will be a minimum of 3 days a week (Tuesday, Wednesday, and Thursday) to the client's office: 200 West Street, New York, NY 10282. Aetna One Advocate (A1A) is Aetna’s premier service and clinical offering for Aetna nation-wide and creates industry-leading solutions for our customers and members. The model is a fully integrated population health and customer service solution for large plan sponsors high-touch, high-tech member advocacy service which combines data-driven processes with the expertise of highly trained clinical and concierge member services. The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health. 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 Plan Sponsor Liaison (PSL) position was created to an in-office single point of contact for our Plan Sponsors (customers) in a Hybrid role. Our customers have specific needs and each one is unique. By providing an in-office single point of contact, we provide our customer with one contact when another company may have multiple contacts depending on whether the question is medical, dental, or pharmacy related. The PSL role is to ensure that the plan sponsors intent is communicated and administered accurately by the Aetna One Advocate team. This role is responsible for making sure that the Aetna One Advocate program is accurately administered by the Aetna One Advocate team in relationship to the plan sponsors overall benefit outlook. This position is considered to be a key member of the A1A customer team. Marketing will utilize the PSL as the first point of contact. The successful candidate will collaborate with the Account Team and other Aetna personnel to ensure a smooth customer service experience and serve as the customer’s primary link to the Aetna Services Organization. The Plan Sponsor Liaison collaborates with the Senior Directors, Managers and Clinical/Member advocate teams to review performance, implement improvement plans, provide customer specific training and act as the subject matter expert for all aspects of the plan. They specifically monitor Aetna's overall performance for the account, including Key Performance Measures and Performance Guarantees as well as conduct root cause and trend analysis to proactively identify opportunities to continuously improve our service.

Requirements

Must be willing to commute a minimum of 3 days a week to the client's office: 200 West Street, New York, NY 10282.
1-2 years experience working alongside the account team and leadership.
2-3 years handling escalations including effectively communicating what occurred and what the resolution and action plans.
2-5 years of claim and benefit knowledge.
Client relationship management experience.

Nice To Haves

Client facing experience

Responsibilities

Ensure that the plan sponsors intent is communicated and administered accurately by the Aetna One Advocate team.
Make sure that the Aetna One Advocate program is accurately administered by the Aetna One Advocate team in relationship to the plan sponsors overall benefit outlook.
Serve as the first point of contact for marketing.
Collaborate with the Account Team and other Aetna personnel to ensure a smooth customer service experience.
Serve as the customer’s primary link to the Aetna Services Organization.
Collaborate with Senior Directors, Managers and Clinical/Member advocate teams to review performance, implement improvement plans, provide customer specific training and act as the subject matter expert for all aspects of the plan.
Monitor Aetna's overall performance for the account, including Key Performance Measures and Performance Guarantees.
Conduct root cause and trend analysis to proactively identify opportunities to continuously improve our service.