Analyst, Health Coach

About the position

The Analyst, Health Coach - Supplemental Benefits role at CVS Health focuses on providing information and products to eligible Medicare members, encouraging healthy outcomes through effective engagement and support. This position is part of Aetna's Corporate Care Management, which aims to enhance member engagement in care management programs and deliver immediate care services. The role requires strong communication skills, empathy, and the ability to navigate complex member situations while ensuring compliance with regulatory standards.

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.