Aetna Care Management Associate in High Point, North Carolina

Req ID: 54356BR


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.

Fundamental Components:

Responsible for initial review and triage of Care Team tasks. (*)

Identifies principle 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 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 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 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. (*)


2-4 years experience as a medical assistant, office assistant.


The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.


Functional - Customer Service/Customer Service - Outbound calls - survey administration/1-3 Years

Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years


Technical - Desktop Tools/Microsoft Outlook/1-3 Years/Power User

Technical - Desktop Tools/TE Microsoft Excel/1-3 Years/End User


Service/Demonstrating Service Discipline/FOUNDATION

Service/Working Across Boundaries/FOUNDATION

Benefits Management/Interacting with Medical Professionals/FOUNDATION


Service/Handling Service Challenges/FOUNDATION

Technology/Leveraging Technology/FOUNDATION

Telework Specifications:

Considered only for current internal teleworkers (in any area), or onsite resources in Hartford, CT, Sugarland, TX, Sandy, UT, and High Point, NC.

Option for telework will be evaluated after a certain period of employment



-Care Management Associates with an interest in Aetna's Lifestyle and Condition Coaching Program

-You'll play an essential role in assisting the nurses/coaches in the development of effective and efficient care coordination and self care for our members

-The Care Management Associates will be responsible for making outreach calls to members who are eligible for our programs

-Manage inbound call activity -Initial review of tasks and other administrative type activities that support the unit REQUIRED SKILLS:

-The ideal candidate should have strong customer service skills

-Effective communication, telephonic and organizational skills

-Candidates will need effective time management, ability to manage multiple priorities

-Strong teamwork skills -Must possess strong computer and keyboarding skills

-Knowledge of managed care, eTUMS preferred

-2-4 years experience in telephonic customer service preferred

-High school diploma or G.E.D. required.


-Willingness to work flexible hours desired.

-Work hours 8:00-4:30 ET 3 day shifts, 2 evening shifts 12:30-9:00 ET(rotating Fridays).

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Health Care

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.