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Member Engagement Advocate

Primary Location: New York, NY
Additional Locations: NY-New York
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Description:
Are you energetic and customer focused? Are you currently working in the service industry or retails sales? Do you have a unique background but are looking for that long-term career opportunity?

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 achieve their best health.

The program is revolutionary and brings together innovative leadership across two teams:
1) Analytics and Change Behavior and 2) Corporate Care Management teams.

The Member Engagement Advocate will be part of an outbound call team dedicated to engaging members in their health care decisions. The Engagement Advocate 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 Engagement Advocate may further connect members to Clinical colleagues or other Case Management teams within Aetna, to support members’ comprehensive health needs.

To succeed in this role you must be highly energetic and able to deliver a blend of sales, customer service, and life coaching on each call. Experience in health care is helpful, but not required.

Fundamental Components:
Place outbound calls to members for one-time campaigns. Campaigns will be focused on driving improved health care decisions around topics such as choosing the best lab facility, options for immediate care that go beyond the emergency room, reminders for your colonoscopy, how to manage your migraine interventions, and becoming compliant with your prescribed medications.

Candidates must demonstrate an outgoing, enthusiastic, and caring presence over the telephone. The goal is to have meaningful and relevant conversations with each member, adjusting your conversation to reflect the information being shared by the member, and keeping the focus on improved health outcomes.

Able to influence in a caring and supportive manner that results in behavior change and adoption of each campaign’s goal.

Highly developed consultative skills with a focus on verbal and written communications, listening and questioning techniques, and the ability to quickly build trust and influence in support of a member’s improved health outcomes.

Effectively support 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.

Experience with technology-based interactions, including video, email, text, etc. and omni-channel “prospecting” campaigns helpful.

Ability to identify triggers within a member’s conversation that point to the need for a referral into Aetna Care Management and other key Aetna programs including the ability to understand when true clinical intervention is needed immediately and to warm transfer appropriately.

Comfortable utilizing Aetna systems to build, research, and enter member information; perform non-medical research pertinent to the establishment, maintenance, and closure of open cases.

Accurately and consistently document each call in the member’s electronic record, thoroughly completing required actions with a high level of detail.

Impact-oriented mindset, and enthusiasm working in a fast paced, agile team environment, co-located in a Hub with Advocate colleagues and data scientists.

Driven by daily metrics and effectively in meeting them with speed, accuracy, and a positive attitude – always focused on continuous improvement.

Adheres to compliance, Aetna policies and regulatory standards, while delivering consistency in program process and documentation requirements.

Protects the confidentiality of member information and adheres to company policies regarding confidentiality.

Background Experience:
Experience with computers is required. Knowledge of Microsoft products, such as Word, Outlook, and Excel, is preferred. Data entry and documentation experience is preferred.

Effective, energetic, and yet professional communications, both in person and over the phone, is required.
2 years of experience preferably in customer service, retail or inside sales, telemarketing or health coaching is preferred.

Call center experience preferred.

Familiarity with basic medical terminology preferred.

Bilingual language skills are a plus (e.g., Spanish, etc.).

High School Diploma or G.E.D required. Higher education is preferred.


Potential Telework Position:
No

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:
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.

Click To Review Our Benefits (PDF)

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