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

On Site Client Field Services Advocate (National Business) - Palo Alto

Primary Location: Menlo Park, California
Additional Locations: CA-San Francisco

In this new and innovative role the Field Services Advocate is empowered to serve as a bridge between SAP Total Rewards (TR) and available programs/tools/resources, including those from Aetna. This can include both administrative and clinical services for SAP members. These Field Services Advocates are empathetic and accountable individuals responsible for providing end-to-end support to SAP members through an Apple Store genius bar experience. Serve as an extension of SAP Benefits team – will be on any unique projects and teams at SAP as well.

Fundamental Components

·An Aetna employee co-located at SAP locations this role sits in *PALO ALTO with access to SAP systems. The role functions as an extension of both SAP and Aetna teams.
Acts as an onsite single-point-of-contact for the member.

·Explains member plan of benefits, members rights and responsibilities in accordance with contracts and contracted arrangements, claim status information, benefit coverage, plan eligibility, dental, vision, pharmacy, HSA, provider details,care management, on-boarding, tool usage and available programs/resources.

·Delivers a suite of digital services to SAP members that support easy navigation of the healthcare system, from providing personalized next best action recommendations, to maintaining individual data accuracy and integrity

·Creates an emotional connection with our members by understanding and engaging them to the fullest

·Assists the member in finding their health ambition

·Connects the member with additional digital and clinical resources, including CVS Health Hubs as they develop and other community resources

·Provides high-quality, customer-focused engagement using knowledge of procedures and systems to meet and/or exceed customer satisfaction while educating constituents on Aetna’s policies and programs

·When required,coordinates with clinicians to compile the member's Care Plan and conduct adherence follow-up

{C}·{C}Works with Aetnas care team for members who require urgent or emergent service, or services rendered in a setting other than a practitioner’s office.

{C}·{C}Serves as subject matter expert for team members for non-routine calls that required deviation from standard scripts

{C}·{C}End to End accountability for the member

{C}·{C}Handles sensitive member information with discretion

{C}·{C}Resolves issues without or with limited management intervention

{C}·{C}Responsible for all levels of member engagement

{C}·{C}Coordinates and/or delivers health education, program seminars/workshops and webinars

{C}·{C}Attends and participates in monthly team meetings with SAP, Mercer and Aetna Account teams

Works with Data Analytic team to determine opportunities for targeted engagement and focused program utilization to positively impact future spend.


The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.

Telework Specifications:
co-located at SAP locations

Showcases a passion about health and digital experience
Deep problem solving skills, demonstrates ownership of issue resolution - accountability
Demonstrates the ability to build a trusting relationship with members by fully understanding the members needs from beginning to end
Demonstrates a passion for health and customer service that drives proactive engagement with members in support of a personalized plan to meet their health ambitions
Lends Subject Matter Expertise to SAP TR team members and acts as resource for day to day processes, provides direction on routine and difficult issues
Collaborates with colleagues and co-workers to deliver a world class customer experience
Possesses top-notch people skills listening, caring, connecting, showing empathy, and supporting
Highly perceptive individual with strong self-awareness and empathy in interacting at various levels with different audiences
Ability to make effective and independent decisions
Demonstrates responsiveness and a sense of urgency when dealing with customers

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.

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

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.

Fundamental Components:

Background Experience:

5+ years experience working directly with consumers delivering a highly experiential interaction preferably in a leading tech setting
Experience with Aetna claim systems a plus

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:

Click To Review Our Benefits (PDF)


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