Analyst, Health Coach
About the position Responsibilities • Utilize designated interactions to identify the member's eligible supplemental benefits and encourage members to take advantage of those benefits. • Understand available Supplemental Benefit offerings and effectively process orders for those benefits. • Accurately assess the need for clinical intervention and work closely with Engagement Hub Clinical Consultants to serve our members. • Educate members on available services and products and empower participation. • Assist the member in actively participating with their health care providers and Aetna Care Management teams regarding decisions that impact their health and well-being. • Accurately and thoroughly document each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met. • Effectively support 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. • Follow program workflows consistently, following up with members to ensure needed services were secured and meeting the member's needs. • Demonstrate an ability to be agile and adapt to change with enthusiasm. • Possess top-notch people skills - listening, caring, connecting, empathizing, and supporting. • Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members. • Flexibility with work schedule to meet business needs. Requirements • At least 2 years working within the healthcare, nonprofit, community-based services industry and/or call center environment. • Demonstrated organizational skills, including effective verbal and written communications skills required. • Exhibits strong desire and commitment to serving others. • Proficiency in Microsoft Word and Outlook. Nice-to-haves • Data entry and documentation experience within member records is strongly preferred. • Familiarity with basic medical terminology, health care, and the concepts of care management preferred. • Bilingual (Spanish) preferred. Benefits • Full range of medical, dental, and vision benefits. • 401(k) retirement savings plan. • Employee Stock Purchase Plan. • Fully-paid term life insurance plan. • Short-term and long-term disability benefits. • Numerous well-being programs. • Education assistance and free development courses. • CVS store discount and discount programs with participating partners. • Paid Time Off (PTO) or vacation pay, as well as paid holidays. Apply tot his job Apply To this Job