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Aetna is now a CVS Health Company

Manager, Engagement Hub Performance Management

Primary Location: Ardmore, PA
Additional Locations: PA-Ardmore
Aetna’s Corporate Care Management 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 Manager, Engagement Hub Performance takes multiple and varying steps to detect problems, provide solutions, and optimize our programs and the work performed by our teams. The individual in this role conducts research, analyzes complex data sets and systems, identifies trends, and prepares reports and recommendations in support of the planning, managing, and evaluation of our programs, operations, and processes. The Manager, Engagement Hub Performance is responsible for a small team of Quality and Training Coaches and the overall performance management program, including auditing at both the individual and team level. This individual in this role is a key player on our leadership team, supporting all areas of our work. An outstanding candidate will demonstrate strong project management, analytical thinking, problem-solving, and consulting skills.

Fundamental Components:
  • Conduct research, analyze the data, identify the trends, and prepare reports.
  • Support the work of the Senior Director and the 3 Program Managers by diving deep into data to find trends, identify issues and problems, and work to resolve for all levels of the department.
  • Responsible for the Quality and Coaching initiative that touches all roles and programs within the Engagement Hubs.
  • Serve as an SME for developers across multiple systems, in relation to pulling data and reporting.
  • Identify ways to closely monitor individual performers, especially in ensuring operational metrics and quality ratings are met.
  • Support Supervisors in drilling down to team level trends, identifying areas of improvement that will impact the overall success of their work, and in partnering with the Supervisor to coach the team to improved success.
  • Analyze programs, workflows, standards, and systems and make recommendations for optimization. Join the leadership team in ensuring that optimization efforts are effectively implemented.
  • Develop reports and decks that ensure the leadership team can easily carry out communications both up and down the organization.
  • Work tactfully to inspire faster adoption, greater utilization, and higher proficiency by employees regarding new or changing workflows.

Background Experience:
  • Ability to travel 10 – 15%
  • 2+ years of experience as a program analyst, consultant, or in a similar role
  • At least 3 years working within the healthcare field, preferably with experience supporting call centers, clinical teams, or care management
  • 2+ years in a management role, leading a team of direct reports
  • Experience in quality auditing and management
  • Proven research, analytic, time management, project management, and organizational skills
  • Excellent verbal and written communication experience, including exceptional presentation and reporting skills using Excel and PowerPoint
  • Managed Care/Medicare/Medicaid experience
  • Bilingual preferred

  • Preference will be given to individuals that hold a minimum of a Bachelor’s in Business, Health Care Sciences, Gerontology, Analytics, or a related field. Masters in preferred. Candidates with at least 5 years of aligned experience, regardless of education are encouraged to apply.

Telework Specifications:
  • This is a work-at-home position, with a preference to candidates in the Eastern or Central time zones.

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)


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