Care Management Associate

Employer: CVS Health

The Care Management Associate works an 8-hour shift Monday through Friday between the hours of 8 am-9 pm EST. The Employee will work a set schedule based on the business need of the department. Saturday and Holiday coverage is staffed on a voluntary basis but rotated if voluntary coverage is not secured. Hours are 8 am-4:30 pm and the rotation would be approximately 2-3 Saturdays per year and 1 Holiday per year if a rotation is required.

Employees can live in any state and the job is 100% remote.

• The Care Management Associate provides comprehensive healthcare management to facilitate delivery of appropriate quality healthcare, promote cost-effective outcomes and improve program/operational efficiency involving clinical issues.
• Support comprehensive coordination of medical services including Care Team intake, screening, and supporting the implementation of care plans to promote effective utilization of healthcare services. Promotes/supports quality effectiveness of Healthcare Services.
• Responsible for initial review and triage of Care Team tasks.
• Identifies principal reason for admission, facility, and member product to correctly apply intervention assessment tools.
• Screens patients using targeted intervention business rules and processes to identify needed medical services, make appropriate referrals to medical services staff, and coordinate the required services in accordance with the benefit plan.
• Monitors non-targeted cases for entry of appropriate discharge date and disposition.
• Identifies and refers outlier cases (e.g., Length of Stay) to clinical staff.
• Identifies triggers for referral into Aetna’s Case Management, Disease Management, Mixed Services, and other Specialty Programs.
• Utilizes eTUMS and other Aetna systems to build, research and enter member information, as needed.
• Support the Development and Implementation of Care Plans. Coordinates and arranges for health care service delivery under the direction of a nurse or medical director in the most appropriate setting at the most appropriate expense by identifying opportunities for the patient to utilize participating providers and services.
• Promotes communication, both internally and externally to enhance the effectiveness of medical management services (e.g., health care providers, and health care team members respectively)
• Performs non-medical research pertinent to the establishment, maintenance, and closure of open cases
• Provides support services to team members by answering telephone calls, taking messages, researching information, and assisting in solving problems.
• Adheres to Compliance with PM Policies and Regulatory Standards.
• Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements.
• Protects the confidentiality of member information and adheres to company policies regarding confidentiality.
• May assist in the research and resolution of claims payment issues.
• Supports the administration of the hospital care, case management, and quality management processes in compliance with various laws and regulations, URAQ and/or NCQA standards, Case Management Society of America (CMSA) standards where applicable, while adhering to company policy and procedures. (*)
• Effective communication, telephonic, and organization skills.
• Familiarity with basic medical terminology and concepts used in care management.
• Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification, and resolution of issues to promote positive outcomes for members.
• Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word.
• Ability to effectively participate in a multi-disciplinary team including internal and external participants.

Required Qualifications

• 2 years of experience preferably in customer service, telemarketing, and/or sales
• Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word.
• Flexibility to work outside of standard business hours
• Strong organizational skills, including effective verbal and written communications skills
• Effective communication, telephonic, and organization skills.
• Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification, and resolution of issues to promote positive outcomes for members.
• Ability to effectively participate in a multi-disciplinary team including internal and external participants.

Preferred Qualifications

• Data entry and documentation within member records is preferred
• Background in healthcare setting a plus
• Call center experience preferred
• Familiarity with basic medical terminology preferred

Education

• High School degree

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