Jacksonville, Florida

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 Information and Referral Specialist provides information, referral, assistance with accessing resources, health coaching, and supportive care to members. The I&R Specialist will support multiple member service initiatives by assessing the member’s stated and unstated needs, addressing resource needs, and effectively utilizing community, health care, and plan benefit resources.

Fundamental Components:

Utilize designated interactions to assess the member’s stated and unstated needs, including social determinants of health

Thoroughly complete member questionnaires, accurately assess member need, and appropriately document results in the member record

Secure resources to address the member’s needs, including connection to community and national resources

Accurately assess the need for clinical (Nurse RN or Social Worker) intervention and work closely with Engagement Hub Clinical Consultants to serve our members

Educate members on available services 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

Document all member interaction into the appropriate member record(s)

Demonstrate empathy for situations faced by our members and their caregivers

Troubleshoot unavailability of resources, securing support as needed to close member gaps

Assist members in problem-solving when no services are available which can meet their needs

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

Required Qualifications
At least 2 years working within the healthcare, non-profit, or community-based services industry

Candidates with experience in information & referral, health coaching, care management, social work, aging network, sales, or similar backgrounds are encouraged to apply

Comprehensive working knowledge of services available within one’s community and across our nation (e.g. faith based/nonprofit services)

Community health or public health experience preferred

Managed Care/Medicare/Medicaid experience preferred

Bilingual Required (Spanish)

Flexibility with work schedule to meet business needs

Preferred Qualifications
Please see requirements above

The minimum level of education desired is a Bachelors Degree preferred. Candidates with at least 4 years of aligned experience, regardless of education, are encouraged to apply.

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. See Job Description

Jacksonville, Florida

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