Position 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. Having the ability to persuade, strongly suggest or strongly encourage (and influence) ……would be helpful
• Effectively meets daily metrics with speed, accuracy, and a positive attitude. The metrics are focused on unique members – we are not really focusing on this metric. attempted daily and the volume of members that agree to enroll in care management. Maybe pointing out that the Enrollment Metric is one of the (most) important metrics… This is not a sales position, enrollment is free, but influencing is important to this work. – Think this should be stated more in the telephonic engagement responsibilities.
• 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 requirements
• 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
• Conducts triage, connecting members with appropriate care team personnel including care managers and customer service
• Demonstrates an outgoing, enthusiastic, and caring presence over the telephone.
• Works efficiently and independently, meeting deliverables and deadlines. Works well in team environment. Being able to continuously learn and develop.
• Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures
• Demonstrates an ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasm (think this is extremely Important.)
• Other responsibilities as assigned

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
5+ years of Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within member records is preferred Multi tasking within systems and being agile within applications is needed.

Preferred Qualifications
2 years of experience preferably in customer service, telemarketing and/or sales
Call center experience preferred Familiarity with basic medical terminology preferred
Flexibility to work occasional nights and weekends outside of standard business hours which can span from 8:00 am 8:00 pm I have someone who works until 9PM Eastern.
Strong organizational skills, including effective verbal and written communications skills
Ability to work from home. Experience working in Teams, group chats and Cisco WebEx is a plus. Experience in working and training in a virtual setting is a plus.
Bilingual (Spanish) preferred

Education
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience. 2 year / some college 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. 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.