Job Description
Aetna’s Corporate Care Management is expanding our Engagement Hub services.
The 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 needs.
The Quality and Training Coach supports the entire Engagement Hub organization, including both office based and work at home team members.
The work involves quality auditing, workflow training, and delivery of side by side 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 hires. Responsible 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.g. vendors 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
Background Experience
Ability to flex work hours to meet business needs is required
Ability to travel is required – travel estimated at 25%+ Must be willing and able to travel by airplane and stay multiple overnights at assigned locations. Must also qualify for a corporate credit card and carry insurance allowing for car rental.
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
Additional Job Information
Candidates must live in the Central or Eastern Time Zone. This is a work from home position, preference will be given to candidates in Jacksonville, FL or Harrisburg, PA and the surrounding areas.
Education
High School diploma, G.E.D. or equivalent experience
Percent of Travel Required
0 - 10%
Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working 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 workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. 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.