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A1A Proactive Care Manager Associate

Primary Location: New Albany, OH
Additional Locations: OH-New Albany
  • Support comprehensive coordination of medical services including Care Team intake, screening and supporting the implementation of care plans to promote effective utilization of healthcare services.
  • Promotes/supports quality effectiveness of Healthcare Services.

Fundamental Components:
  • Conducts proactive, targeted member outreach to drive utilization of healthcare services aligned to member-specific health ambitions
  • Prepare for outreach by researching previous calls and actions, collaborating with clinical staff to ensure most impactful service delivery, and documenting in ATV system as appropriate
  • Educate and influence members on use of tools and resources available that align to their specific needs and will drive effective benefit utilization
  • Promotes communication, both internally and externally to enhance effectiveness of medical management services (e.g., health care providers, and health care team members respectively)
  • Emphasizes to members that Proactive CMA will be their direct contact in assisting with care coordination (i.e. between providers, collaborating within A1A, etc.)
  • Uses motivational interviewing skills that drive development and implementation of a member’s plan of care
  • As appropriate, Proactive CMAs reach out to providers for additional detail on a member’s plan of care
  • Identifies principle reason for admission, facility, and member product to correctly apply intervention assessment tools
  • Screens patients using targeted intervention business rules and processes to identify needed medical services, make appropriate referrals to medical services staff and coordinate the required services in accordance with the benefit plan
  • Asneeded, refers to case management.
  • Identifies and refers outlier cases (e.g., Length of Stay) to clinical staff
  • Identifies triggers for referral into Aetna’s Case Management, Disease Management, Mixed Services, and other Specialty Programs
  • Utilizes ATV, ASD and other Aetna systems to build, research and enter member information, as needed
  • Coordinates and arranges for health care service delivery under the direction of nurse or medical director in the most appropriate setting at the most appropriate expense by identifying opportunities for the patient to utilize participating providers and services
  • Performs non-medical research pertinent to the establishment, maintenance and closure of open cases
  • Provides support services to team members by answering telephone calls, taking messages, researching information and assisting in solving problems
  • Adheres to Compliance with PM Policies and Regulatory Standards
  • Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements
  • Protects confidentiality of member information and adheres to company policies regarding confidentiality. May assist in the research and resolution of claims payment issues
  • Supports the administration of the hospital care, case management and quality management processes in compliance with various laws and regulations, URAQ and/or NCQA standards, Case Management Society of America (CMSA) 1 standards where applicable, while adhering to company policy and procedures

Background Experience:

2-4 years’ experience as a medical assistant, office assistant

Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members

Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word

Additional Job Information:

Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word

Ability to effectively participate in a multi-disciplinary team including internal and external participants

Familiarity with basic medical terminology and concepts used in care management.

Effective communication, telephonic and organization skills

Required Skills:
General Business - Communicating for Impact, Leadership - Collaborating for Results, Sales - Knowing Customers

Desired Skills:
Benefits Management - Interacting with Medical Professionals, Benefits Management - Understanding Clinical Impacts, General Business - Communicating for Impact

Functional Skills:
Administration / Operation - Data Entry, Clinical / Medical - Clinical claim review & coding, Clinical / Medical - Precertification

Technology Experience:
Aetna Application - Aetna Total clinical View, Aetna Application - TE Aetna Strategic Desktop

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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