74945BR
Job Description:
Aetna’s Corporate Care Management is expanding our Engagement Hub services.
The Engagement Hubs are focused on driving member engagement into Aetna’s Care Management programs, while also delivering care services to members who do not need long term support but have immediate care needs.
The Quality and Training Coach supports the entire Engagement Hub organization, including both office based and work at home team members.
The work involves quality auditing, workflow training, and delivery of side by side coaching.
Req#:
74945BR
Job Group:
Customer Service
Full or Part Time:
Full Time
Supervisory Responsibilities:
No
Percent of Travel Required:
0 - 10%
Posting Job Title:
Quality & Training Coach
Potential Telework Position:
Yes
Additional Locations:
PA-Harrisburg
Primary Location (City, State):
PA-Harrisburg
EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer
Resource Group:
1
Additional Job Information:
Will travel to the different Engagement Hubs (post COVID), preferably once a quarter to each hub. (PA, TX, FL)
Fundamental Components:
Is a high performing role model for all Engagement Hub positions and serves as a workflow subject matter expert for all team members
Responsible for monthly quality, call behavior, and UTR audits
Delivers onsite, side by side coaching and remote, telephonic coaching to ensure that staff are effective in their workflow delivery, following protocol, and meeting quality requirements
Serves as a resource for demonstrating workflow processes, team procedures, and best practices both through virtual and in-person sessions
Assists Supervisors with completion of quality assurance reviews during training, mentoring, and first week of independent work for all new hires. Responsible for completing monthly audits and tracking the audit completion expectations for their coverage area
Works efficiently and independently, meeting deliverables and deadlines
When requested, acts as a liaison with internal and external entities e.g. vendors and program partners
Effectively seeks out and uses approved and available resources to problem solve and?meet deliverables
Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures
Demonstrates an ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasm??
Other responsibilities as assigned
Background Experience:
Ability to flex work hours to meet business needs is required
Ability to travel is required – travel estimated at 25%+ Must be willing and able to travel by airplane and stay multiple overnights at assigned locations.
Must also qualify for a corporate credit card and carry insurance allowing for car rental.
Sound proficiency in Microsoft office (including Excel, Word, Outlook, PowerPoint, etc.) is required
Experience in SharePoint is preferred
Experience in mentoring and training new hires and long-term employees is preferred
Experience documenting in an electronic health record is preferred
Experience in healthcare, care management and/or managed care preferred
Experience in a call center setting preferred
Demonstrates effective verbal and written communication skills, as well as the ability to work well with people
Strong organizational and time management skills
Resolution focused with high attention to detail, accuracy, problem solving and follow up
Thrives in a fast-paced work environment
Bilingual (Spanish) is preferred
The minimum level of education required for candidates in this position is a High School diploma, G.E.D or equivalent experience
Associate’s/Bachelor’s degree preferred
Candidates must live in the Central or Eastern Time Zone. This is a work from home position, preference will be given to candidates in Jacksonville, FL or Harrisburg, PA and the surrounding areas.
Benefits Program:
Benefit eligibility may vary by position.
Candidate Privacy Information:
Clinical Licensure Required:
N/A