Care Management Associate- Remote U.S. [United States]

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The Care Management Associate is the front line of customer service for Mercy Care members, responsible for the outreach to and enrollment of our eligible members. Our Care Management Associates demonstrate a highly energetic blend of salesperson, health care navigator and health plan customer support representative.

The Care Management Associate is responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified Commercial members to care management services.

• Responsible for initial case review including confirming eligibility using appropriate systems available prior to initiating outreach
• Initiates engagement with assigned members to introduce the Aetna Care Management Program and gather updated member demographic information with the goal of enrolling the member in the program
• Effectively meets daily metrics with speed, accuracy, and a positive attitude with a focus on number of outbound dials and effectiveness in enrolling members into Aetna Care Management Programs
• Completes assignment of members to appropriate case managers based on defined assignment criteria i.e., availability and licensure
• Accurately and consistently documents each call in the members electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met
• Protects the confidentiality of member information and adheres to company policies regarding privacy/HIPAA
• Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate
• Ability to be agile, managing multiple priorities and adapting to change with enthusiasm
• Determined to build strong relationships with peers and our Aetna members
• Demonstrates an outgoing, enthusiastic, and caring presence over the telephone

Pay Range
The typical pay range for this role is:
Minimum: 18.50
Maximum: 34.60

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit

jobs.CVSHealth.com/benefits

Required Qualifications

• Data entry and documentation within member records
• Proficiency in typing for keying in information and navigating in multiple systems
• Ability to work independently with remote support.
• Excellent attendance record
• Medical office experience
• Call center experience
• Medical terminology knowledge
• Strong telephonic communication skills
• Strong organizational skills with an ability to prioritize tasks to meet time-sensitive deadlines
• Effective verbal and written communications skills with both customers and teammates

Preferred Qualifications
Flexible with work schedule; Late hours, holidays, Weekends for specials projects

Education
High School

Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We 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.

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