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Information and Referral Specialist

Primary Location: Harrisburg, PA
Additional Locations: PA-Harrisburg
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 Information and Referral Specialist provides information, referral, assistance with accessing resources, health coaching, and supportive care to members. The I&R Specialist will support multiple member service initiatives by assessing the member’s stated and unstated needs, addressing resource needs, and effectively utilizing community, health care, and plan benefit resources.

Fundamental Components:
  • Utilize designated interactions to assess the member’s stated and unstated needs, including social determinants of health
  • Thoroughly complete member questionnaires, accurately assess member need, and appropriately document results in the member record
  • Secure resources to address the member’s needs, including connection to community and national resources
  • Accurately assess the need for clinical (Nurse RN or Social Worker) intervention and work closely with Engagement Hub Clinical Consultants to serve our members
  • Educate members on available services and empower participation
  • Assist the member in actively participating with their health care providers and Aetna Care Management teams regarding decisions that impact their health and well-being
  • Document all member interaction into the appropriate member record(s)
  • Demonstrate empathy for situations faced by our members and their caregivers
  • Troubleshoot unavailability of resources, securing support as needed to close member gaps
  • Assist members in problem-solving when no services are available which can meet their needs
  • Follow program workflows consistently, following up with members to ensure needed services were secured and meeting the member’s needs

Background Experience:
  • At least 2 years working within the healthcare, non-profit, or community-based services industry
  • Candidates with experience in information & referral, health coaching, care management, social work, aging network, sales, or similar backgrounds are encouraged to apply
  • Comprehensive working knowledge of services available within one’s community and across our nation (e.g. faith based/nonprofit services)
  • Community health or public health experience preferred
  • Managed Care/Medicare/Medicaid experience preferred
  • Bilingual preferred

  • The minimum level of education desired is a Bachelors Degree preferred. Candidates with at least 4 years of aligned experience, regardless of education, are encouraged to apply.

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.

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.

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