Answer Team Consultant

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Job Description
We are looking for a passionate and versatile candidate to join our team as a Patient Success Manager (PSM). The PSM will use digital tools and the telephone to work virtually with patients to improve health by preventing and managing chronic disease through nutrition. If you thrive in a fast-paced, constantly changing environment where integrity, patient health and safety is always the top priority, this role may be a great fit for you.
Responds to moderately complex service inquiries and resolves customer concerns within an organized team. Resolves issues without or with limited management intervention. Provides high-quality, customer-focused telephonic/email outreach using knowledge of procedures and systems to meet and/or exceed customer satisfaction while educating constituents. Investigates, analyzes, and resolves service requests and issues including, but not limited to enrollment and technical support. Coordinates efforts both internally and across departments to successfully resolve service issues. Accurately records telephonic and virtual customer interactions and follow-up. Supports plan administration activities, including case installation, enrollment, plan set-up, and eligibility by working proactively with support areas. Leads resolution of service issues through partnership with functional operations team. Collaborates with colleagues and co-workers to deliver a world class customer experience. Identifies and implements process improvements. Maintains phone quality and performance levels while working on customer-related projects. Takes responsibility for own self-development. Recommends areas where cross-training is needed. Understands the team's performance against measured service goals. Accepts ownership for individual and team results. Performs other related duties as assigned.

Required Qualifications
- MUST have 3+ years working directly with patients
- Have demonstrated experience successfully working remotely
- Have demonstrated experience using digital tools to support patient success
- High degree of computer literacy including ability to navigate multiple platforms, Microsoft Word, Excel, PowerPoint
- Strong customer service skills with ability to proactively identify and resolve issues
- Experience following HIPAA regulations for handling PHI/PII with upmost security and care
- Spanish speaking- oral and written
-Experience in start-up pilots/programs
-Adaptability and flexibility

COVID Requirements
CVS Health requires its 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, or religious belief that prevents them from being vaccinated.

If you are 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 within the first 10 days of your employment. For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment. In some states and roles, you may be required to provide proof of full vaccination before you can begin to actively work. Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

If you are unable to be fully vaccinated due to disability, medical condition, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health. As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated. In some states and roles, you may be required to have an approved reasonable accommodation before you can begin to actively work. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications
- Medical Assistant background
- Experience in use of process improvement and root-cause analysis methodologies preferred.
- Capability to develop technical acumen.
- Strong client-facing orientation.
- Demonstrated exceptional customer service skills.
- Demonstrated problem solving skills
- Spanish speaking- oral and written

Bachelor's degree preferred. High School Diploma or GED equivalent required.

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.