Care Management Associate, Engagement Hub - Work From Home

About the Role

We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger — helping to simplify health care one person, one family and one community at a time.

Aetna's Medicaid Care Management Engagement Outreach Hub is a new initiative focused on prioritizing Medicaid member interaction, maximizing inbound and outbound touchpoints to solve members' needs and create behavioral change. How we do this is through a dedicated and caring team of health care professionals who connect with passion, caring and behavioral interviewing techniques. This team has a drive to exceed the delivery of Medicaid Health care services. Focus is on the Hub's efficiency and productivity efforts whereby the Care Management Associates interact and engage telephonically with members.

Responsibilities

The Engagement Outreach Hub Care Management Associate supports comprehensive coordination of healthcare services through telephonic outreach to and enrollment of our eligible members. Our Engagement Care Management Associates demonstrate a highly energetic blend of salesperson, healthcare navigator and health plan customer support representative. The Associate is responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified members to care managers immediately through a warm transfer.

Provides support services to team members by answering telephone calls, taking messages, researching information and assisting in solving problems. Adheres to Compliance with policies and procedure/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.

Required Qualifications

• 2-4 years' experience in healthcare field (i.e. experienced in medical office, hospital setting, medical billing/coding).
• Demonstrates ability to meet daily metrics with speed, accuracy and a positive attitude.
• 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.
• Completes documentation of each member call in the electronic record, thoroughly completing required actions with a high level of detail.
• Works independently and competently, meeting deliverables and deadlines while demonstrating an outgoing, enthusiastic and caring presence telephonically.

Preferred Qualifications

• Experience with computers including knowledge of Microsoft Word, Outlook, and Excel.
• Familiarity with basic medical terminology and concepts used in care management.
• Effective communication, telephonic and organization skills with ability to be agile, managing multiple priorities at one time.
• Ability to effectively participate in a multi-disciplinary team.
• Flexibility to work occasional nights and weekends outside of standard business hours (8:00 am to 8:00 pm).
• Strong organizational skills, including effective verbal and written communication skills.
• Bilingual (Spanish) preferred.

Education

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

Additional Information

• Anticipated Weekly Hours: 40
• Time Type: Full time
• Pay Range: $18.50 - $38.82 per hour. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program.
• Benefits: This full‑time position is eligible for a comprehensive benefits package including medical, dental, vision, paid time off, retirement savings options, and wellness programs.
• Application Deadline: 06/02/2026

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran — committed to diversity in the workplace.