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A new day in healthcare. Together, CVS Health and Aetna help people on their path to better health.

Engagement Specialist

Primary Location: Jacksonville, Florida
Additional Locations: FL-Jacksonville
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Position Summary:
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.

Job Responsibilities:
-Initiates engagement with assigned members to introduce the program, complete a 4-question assessment, and gather updated member demographic information with the ultimate 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.

Background Experience desired:
-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 8:00 am 8:00 pm
-Strong organizational skills, including effective verbal and written communications skills
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.

Telework Specifications:
This is an in office position located within an Aetna call center in Jacksonville, FL.

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.

Aetna takes our candidates'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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