Engagement Specialist/Health CoachPrimary Location: New York, New York
Additional Locations: NY-New York Apply
This position will be in office at:
One Soho Square
223 Spring St. New York, NY
We are building an exciting new clinical and member engagement program at Aetna. Aetna's Next Best Action (NBA) initiative is a member-centric program, designed to help members across all life stages achieve their best health, in their own way.
The NBA Engagement Specialist will be part of an outbound case management call team dedicated to NBAs. The NBA Engagement Specialist will be responsible for direct member outreach and engagement across a variety of topics, e.g., site of care recommendation, preventative screenings, and enrollment in tech-driven behavior change pilots. The NBA Engagement Specialist may further connect members to Clinical colleagues or other Case Management teams within Aetna, to support members comprehensive health needs. The role requires a highly energetic blend of salesperson, health care navigator and health plan customer support representative.
This role is a unique opportunity to work closely with our Analytics and Behavior Change (AB&C) team. A&BC data scientists deploy innovative analytics techniques to identify members who would most benefit from telephonic outreach across a variety of health actions. They partner closely with the Aetna Operations teams to activate NBAs through this dedicated NBA team, synced with additional channels, e.g., email, direct mail, SMS, IVR, mobile, and social media.
Responsible for behavior change towards healthy outcomes for eligible Aetna members across a wide range of health actions to help members maximize their health outcomes
Interacts with members telephonically and eventually through technology based interactions, including video, email, text, etc.
Place outbound calls to members for one-time campaigns, e.g., Flu season, non-par Lab visits
Identifies triggers for referral into Aetna's Case Management, Disease Management, Mixed Services, and other Specialty Programs; Transfer relevant calls to clinical team mates to support members and address their clinical concerns
Utilizes Aetna systems to build, research, and enter member information; performs non-medical research pertinent to the establishment, maintenance, and closure of open cases
Accurately and consistently documents each call in the members electronic record, thoroughly completing required actions with a high level of detail
Demonstrates an outgoing, enthusiastic, and caring presence over the telephone
Effectively supports members during calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating
empathy and a sense of urgency when appropriate
Impact-oriented mindset, and enthusiasm working in a fast paced, Agile team environment, co-located in a Hub with case management colleagues and data scientists
Effectively meets daily metrics with speed, accuracy, and a positive attitude with a focus on continuous improvement
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 the confidentiality of member information and adheres to company policies regarding confidentiality.
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, Inside Sales, or B2B Sales.
Call center experience preferred.
Familiarity with basic medical terminology preferred.
Strong organizational skills, including effective verbal and written communications skills.
Bilingual (Spanish) preferred.
NBA Engagement Specialists will be eligible for a quarterly bonus based on their performance and the outcomes of the members they reach.
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
Additional Job Information:
This is an in office position located within the Aetna Building in New York, NY (SoHo). There are multiple shift to choose from ranging from 8am to 11pm.
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. 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 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.
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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