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Aetna is now a CVS Health Company

Member Engagement Specialist

Primary Location: Austin, TX
Additional Locations: TX-Austin
In general, this position will receive and manage calls using active listening skills in order to assess and refer the
caller to the appropriate benefit pertaining to the caller’s needs. The types of services rendered are counseling, crisis management, legal, financial and local resources, just to name a few.

Fundamental Components:
As an RFL/EAP Member Engagement Specialist, staff will: - Spend about 90% of the time determining the purpose of a call by actively listening and interacting with callers as well as triaging the call in a in a professional and timely manner, assessing the client’s needs - Research and articulately communicate information regarding pertinent EAP/Work-life services and resources - Recognize crisis situations and evaluate the needed action in order to minimize risk - Spend about 10% of the time in various trainings and meetings in order to network and increase knowledge of the position

Background Experience:
1-2 years exp in call center environment preferred or BH experience Experience preferred in a social, psychological or human service field providing client support In order to be successful, staff must: - Be able to multi-task while keeping errors to a minimum - Actively listen and process information being received - Maintain a positive attitude while
rendering supreme customer service - Be able to positively handle a rapidly changing environment

Additional Job Information:
Aetna is about more than just doing a job. This
is our opportunity to re-shape healthcare for America and across the globe. We
are developing solutions to improve the quality and affordability of
healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to
make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified
applicants will receive consideration for employment regardless of personal
characteristics or status. We take affirmative action to recruit, select and
develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth,
achievement and diversity and a workplace where your voice can be heard.

Desired Skills:
General Business - Communicating for Impact, Service - Demonstrating Service Discipline, Service - Providing Solutions to Constituent Needs

Functional Skills:
Customer Service - Customer Service - Member Services - Traditional products

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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