Primary Location: Harrisburg, PA Additional Locations: PA-Harrisburg Apply
Description: We are building an exciting new clinical and member experience program at Aetna. Aetna Community Care is a member centric, team-delivered, community-based model that joins members where they are. The Engagement Specialist is the front line of customer service for Aetna Community Care, responsible for the outreach to and enrollment of our eligible members. Our Engagement Specialists demonstrate a highly energetic blend of sales person, 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 Commercial and Medicare Advantage members to care management services.
Initiates engagement with assigned members to introduce the program, complete a 4-question assessment, and gather updated member demographic information with the goal of enrolling the member in Aetna Community Care Effectively meets daily metrics with speed, accuracy, and a positive attitude with a focus on number of outbound dials and effectiveness in enrolling members into Aetna Community Care Accurately and consistently documents each call in the members electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements
Protects the confidentiality of member information and adheres to company policies regarding privacy/ HIPAA 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
Ability to be agile, managing multiple priorities and adapting to change with enthusiasm
Determined to build strong relationships with peers and our Aetna Community Care members
Demonstrates an outgoing, enthusiastic, and caring presence over the telephone.
Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within member records is preferred
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 11:30 am 8:00 pm
Strong organizational skills, including effective verbal and written communications skills
Bilingual (Spanish) preferred
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
Potential Telework Position: No 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.
At Aetna, we are pioneering a total approach to health and wellness and we need talented candidates like you to join our team. Become a member of our talent community to be the first to know about career initiatives that match your skills and interests as they become available, in addition to details on upcoming events, networking opportunities, and news about Aetna.