Aetna’s corporate care management is expanding our engagement hub servicesThe engagement hubs are focused on driving member engagement into aetna’s care management programs, while also delivering care services to members who do not need long term support but have immediate care needsThe quality and training coach supports the entire engagement hub organization, including both office based and work at home team membersThe work involves quality auditing, workflow training, and delivery of telecommunication coaching.
Fundamental components:
Is a high performing role model for all engagement hub positions and serves as a workflow subject matter expert for all team members
Responsible for monthly quality, call behavior, and utr audits
Delivers onsite, side by side coaching and remote, telephonic coaching to ensure that staff are effective in their workflow delivery, following protocol, and meeting quality requirements
Serves as a resource for demonstrating workflow processes, team procedures, and best practices both through virtual and in-person sessions
Assists supervisors with completion of quality assurance reviews during training, mentoring, and first week of independent work for all new hiresResponsible for completing monthly audits and tracking the audit completion expectations for their coverage area
Works efficiently and independently, meeting deliverables and deadlines
When requested, acts as a liaison with internal and external entities e.gVendors and program partners
Effectively seeks out and uses approved and available resources to problem solve and meet deliverables
Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures
Demonstrates an ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasm
Other responsibilities as assigned
Required qualifications
Ability to flex work hours to meet business needs is required
Sound proficiency in microsoft office (including excel, word, outlook, powerpoint, etc.) is required
Experience in sharepoint is preferred
Experience in mentoring and training new hires and long-term employees is preferred
Experience documenting in an electronic health record is preferred
Experience in healthcare, care management and/or managed care preferred
Experience in a call center setting preferred
Demonstrates effective verbal and written communication skills, as well as the ability to work well with people
Strong organizational and time management skills
Resolution focused with high attention to detail, accuracy, problem solving and follow up
Thrives in a fast-paced work environment
Bilingual (spanish) is preferred
Covid requirements
Covid-19 vaccination requirement
Cvs health requires its colleagues in certain positions to be fully vaccinated against covid-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, pregnancy, or religious belief that prevents them from being vaccinated.
If you are vaccinated, you are required to have received at least one covid-19 shot prior to your first day of employment and to provide proof of your vaccination status within the first 30 days of your employmentFor the two covid-19 shot regimen, you will be required to provide proof of your second covid-19 shot within the first 60 days of your employmentFailure to provide timely proof of your covid-19 vaccination status will result in the termination of your employment with cvs health.
If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 days of your employment in order to remain employed with cvs healthAs a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinatedIf your request for an accommodation is not approved, then your employment may be terminated.
Preferred qualifications
Please see requirements above
Education
The minimum level of education required for candidates in this position is a high school diploma, g.e.d or equivalent experience
Associate’s/bachelor’s degree preferred
Business overview
At aetna, a cvs health company, we are joined in a common purpose: helping people on their path to better healthWe are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focusedWorking together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplaceCvs health is an equal opportunity and affirmative action employerWe do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran statusWe proudly support and encourage people with military experience (active, veterans, reservists and national guard) as well as military spouses to apply for cvs health job opportunities.
