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Engagement Specialist - Customer Service (New Castle)

Company: CVS Health
Location: New Castle
Posted on: May 6, 2021

Job Description:

Job DescriptionPosition Summary: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. 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.Job Responsibilities:Initiates telephonic engagement with assigned members to introduce the program with the goal of enrolling the member in Aetna Care Management.Effectively meets daily metrics with speed, accuracy, and a positive attitude. The metrics are focused on unique members attempted daily and the volume of members that agree to enroll in care management. This is not a sales position, enrollment is free, but influencing is important to this work.Documentation is critical to success. The Engagement Specialist accurately and consistently document each call in the members electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirementsEffectively 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 appropriateConducts triage, connecting members with appropriate care team personnel including care managers and customer serviceDemonstrates an outgoing, enthusiastic, and caring presence over the telephone.Works efficiently and independently, meeting deliverables and deadlinesAdheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and proceduresDemonstrates an ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasmOther responsibilities as assignedRequired QualificationsBackground/Experience Desired:Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within member records is preferred2 years of experience preferably in customer service, telemarketing and/or salesCall center experience preferred Familiarity with basic medical terminology preferredFlexibility to work occasional nights and weekends outside of standard business hours which can span from 8:00 am 8:00 pmStrong organizational skills, including effective verbal and written communications skillsBilingual (Spanish) preferredPreferred QualificationsPlease see requirements aboveEducationThe highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.Business OverviewAt 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. Associated topics: help, information technology, information technology analyst, pc, support, technical, technical support, technician, technician i, technician iii

Keywords: CVS Health, Pittsburgh , Engagement Specialist - Customer Service (New Castle), Hospitality & Tourism , New Castle, Pennsylvania

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