Engagement Specialist – CVS Remote Jobs

Job Type: Engagement Specialist from home
Location: Texas work from home
Company: CVS Health

Our Engagement Hub services are being expanded by Aetna. The Engagement Hubs are focused on increasing member engagement in Aetna’s Care Management programs while also providing care services to members who do not require long-term care but do require immediate care. The Engagement Specialist is in charge of calling our eligible members and enrolling them. Our Engagement Specialists are a high-energy combination of salesperson, health care navigator, and health plan customer service representative. The Engagement Specialist is in charge of direct member outreach and engagement, facilitating case assignment, and immediately connecting identified members to care managers via a warm transfer.

Responsibilities:

Engages assigned members via phone to introduce the program with the goal of enrolling the member in Aetna Care Management. It would be advantageous to be able to persuade, strongly suggest, or strongly encourage (and influence).
Meets daily metrics efficiently, accurately, and with a positive attitude. We are not focusing on this metric because the metrics are focused on unique members. attempted on a daily basis, as well as the number of members who agree to enroll in care management. It’s worth mentioning that the Enrollment Metric is one of the (most) important metrics. This is not a sales position; enrollment is free; however, influencing is necessary for this work. This, I believe, should be stated more explicitly in the telephonic engagement responsibilities.

• Documentation is essential for success. The Engagement Specialist documents each call in the member’s electronic record accurately and consistently, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements.
• Supports members effectively during enrollment calls, managing difficult or emotional member situations appropriately, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate.
• Triage members, connecting them with appropriate care team personnel such as care managers and customer service representatives.
• Over the phone, demonstrates an outgoing, enthusiastic, and caring presence.
• Meets deliverables and deadlines while working efficiently and independently. Works well in a group setting. Being able to constantly learn and grow.
• Care management, privacy and confidentiality, and quality management processes are followed in accordance with regulatory, accreditation, and company policies and procedures.
• Demonstrates agility by managing multiple priorities at once and enthusiastically adapting to change (think this is extremely Important.)
• Other responsibilities as they arise

Pay Scale

The typical salary range for this position is: Maximum: 34.60 Minimum: 18.50

Please keep in mind that this range represents the average pay for all positions in the job grade in which this position is located. The actual salary offer will consider a variety of factors, including location.

Requirements:

Qualifications Required

5+ years of computer experience preferred, including knowledge of Microsoft Word, Outlook, and Excel – data entry and documentation within member records It is necessary to multitask within systems and to be agile within applications.

Qualifications Preferred

• 2 years of experience in customer service, telemarketing, and/or sales is preferred.
• Experience in a call center is preferred. Basic medical terminology knowledge is preferred.
• Flexibility to work nights and weekends on occasion outside of standard business hours, which can range from 8:00 a.m. to 8:00 p.m. Someone works until 9 p.m. Eastern time.
• Strong organizational abilities, as well as effective verbal and written communication abilities
• Working from home is an advantage. Experience with Teams, group chats, and Cisco WebEx is preferred. Experience working and training in a virtual environment is preferred.
• Bilingual (Spanish) candidates are preferred.

Education: Candidates for this position should have at least a High School diploma, G.E.D., or equivalent experience. 2 year degree or some college preferred.