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Position Summary

This new position is an exciting opportunity to join the Aetna Better of Health Louisiana on the Behavioral Health Crisis Call Center. This Aetna Crisis Call Center is a critical component of the Louisiana Department of Health overhaul of the state's Crisis System. This role serves as the initial contact for Aetna Better Health of Louisiana member Behavioral Health crisis calls.

Key duties of this role include:1. Live answer initial member BH Crisis Calls, triage and assess risk, and warm transfer to Licensed Mental Health Clinicians on the team as indicated for management of true behavioral health crises2. Answer calls to secondary phone line from community Mobile Crisis Teams and record member updates and disposition as needed3. Appropriately and accurately document state mandated Crisis Call metrics

This role focuses 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 ensure that are members are listened to, validated, and supported.

This role functions as part of a team that includes Licensed Mental Health Clinicians and Care Management colleagues to ensure that the behavioral health needs of our members are addressed with empathy and hope.

This is an exciting time to join Aetna, a CVS Health Company, in our journey to change the way healthcare is delivered today. We are healthcare innovators.

The Care Mgt Associate (CMA) provides support services to team members by answering telephone calls, taking messages, researching information, warm transferring of member calls to appropriate internal clinical colleagues, and assisting in solving problems. The CMA adheres to Compliance with policies & procedure/regulatory standards, maintains accurate & complete documentation of required information that meets risk management, regulatory, & accreditation requirements, and protects the confidentiality of member information & adheres to company policies regarding confidentiality.

Required Qualifications

• Must reside in Louisiana

  • 2 - 4 years of experience in healthcare field (i.e., medical setting, hospital, managed care organization). - 1 - 2 years of experience working in a call center or customer service environment where a degree of accuracy and attention to detail are required.

  • 1 - 2 years of experience working with sensitive information and/or HIPAA.

  • Experience with computers including knowledge of Microsoft Word, Outlook, and Excel, data entry and documentation within member records, as well as dual monitor setup.

  • Familiarity with basic medical terminology and concepts used in care management. - Strong organizational skills, including effective verbal and written communication skills, ability to multitask, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines.

  • Interest in behavioral health and willingness to participate in behavioral health focused trainings

  • Ability to perform sedentary work involving significant periods of sitting, talking, hearing, and keying while on the phone.

Preferred Qualifications

• Effective communication, high volume telephonic and organization skills with ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasm. - 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, adhering to care management processes (to include, but not limited to, privacy and confidentiality, quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures). - Completes documentation of each member call in the electronic record, thoroughly completing required actions with a high level of detail to ensure compliance requirements are met with efficiency. - Works independently and competently, meeting deliverables and deadlines while demonstrating an outgoing, enthusiastic, and caring presence telephonically. - Ability to effectively participate in a multi-disciplinary team including internal and external participants. - Interest in behavioral health and assisting to connect members with clinical resources to support resolution of chronic or acute behavioral health challenges.

• Flexibility to work occasional nights and weekends outside of standard business hours which can span from 8:00 am to 8:00 pm. Education

High School Diploma, G.E.D. or equivalent. (Required)Bachelors Degree in Human Services or related field is (Preferred)

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. 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 in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 05/15/2024

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.