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　　Program Overview

　　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. This is an exciting time to join Aetna, a CVS Health Company, in our journey to change the way healthcare is delivered today. We are health care innovators who provide a human connection when it is needed most.

　　Position Summary

　　The Information and Referral Specialist – Supplemental Benefits provides information and products to eligible members, encouraging healthy outcomes for our Medicare members.

　　Fundamental Components

　　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 documents 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 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

　　Follow program workflows consistently, following up with members to ensure needed services were secured and meeting the member’s needs

　　Demonstrates 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

　　Required Qualifications

　　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

　　Preferred Qualifications

　　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

　　Education

　　High School diploma or G.E.D. required – College degree or equivalent work experience strongly preferred

　　Pay Range

　　The typical pay range for this role is:

　　$19.52 - $40.90

　　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

　　CVS Health requires certain colleagues 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, religious belief, or other legally recognized reasons that prevents them from being 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 or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

　　CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.