Inbound Outbound Queue Associate

Job Description
Supports comprehensive coordination of medical services
including intake, screening and referrals to Aetna Medical
Services Programs. Promotes/supports quality
effectiveness of Healthcare Services.Performs intake of
calls from members or providers regarding services via
telephone, fax, EDI.Utilizes eTUMS and other Aetna
system to build, research and enter member
information.Screens requests for appropriate referral to
medical services staff.Approve services that do not require
a medical review in accordance with the benefit
plan.Performs non-medical research including eligibility
verification, COB, and benefits verification.Maintains
accurate and complete documentation of required
information that meets risk management, regulatory, and
accreditation requirements.Promotes communication, both
internally and externally to enhance effectiveness of
medical management services (e.g., claim administrators,
Plan Sponsors, and third party payers as well as member,
family, and health care team members respectively)Protects
the confidentiality of member information and adheres to
company policies regarding confidentiality Communicate
with Aetna Case Managers, when processing transactions
for members active in this ProgramSupports the
administration of the precertification process in compliance
with various laws and regulations, URAQ and/or NCQA
standards, where applicable, while adhering to company
policy and procedures.Places outbound calls to providers
under the direction of Medical Management Nurses to
obtain clinical information for approval of medical
authorizations.Uses Aetna Systems such as QNXT,
ProFAX, ProPAT, and Milliman Criteria.Communicates with
Aetna Nurses and Medical Directors, when processing
transactions for members active in this Program. Sedentary work involving significant periods of sitting, talking, hearing and keying. Work requires visual acuity to perform close inspection of written and computer generated documents as well as a PC monitor.

Required Qualifications
2-4 years experience as a medical assistant, office
assistant or other clinical experience. High School Diploma
or G.E.D

COVID Requirements
COVID-19 Vaccination Requirement
CVS Health requires its Colleagues in certain positions 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, pregnancy, 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 30 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 60 days of your employment. 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, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 30 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. If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications
Please review required qualifications

High School diploma, G.E.D. or equivalent experience.

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.