CVS Health A1A Plan Sponsor (Customer) Liaison in Chandler, Arizona
What is A1AAetna One Advocate is Aetna’s premier service and clinical offering for Aetna nation-wide and creates industry-leading solutions for our customers and members. The model is a fully integrated population health and customer service solution for large plan sponsors high-touch, high-tech member advocacy service which combines data-driven processes with the expertise of highly trained clinical and concierge member services. The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health. 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 health care innovators.This position is in Chandler, AZ.Job DescriptionThe Plan Sponsor Liaison (PSL) position was created to be a single point of contact for our Plan Sponsors (customers). Our customers have specific needs and each one is unique. By providing a single point of contact we provide our customer with one contact when another company may have multiple contacts depending on whether the question is medical, dental, or pharmacy related. The PSL role is to ensure that the plan sponsors intent is communicated and administered accurately by the Aetna One Advocate team. This role is responsible for making sure that the Aetna One Advocate program is accurately administered by the Aetna One Advocate team in relationship to the plan sponsors overall benefit outlook. This position is considered to be a key member of the A1A customer team. Marketing will utilize the PSL as the first point of contact. The successful candidate will collaborate with the Account Team and other Aetna personnel to ensure a smooth customer service experience and serve as the customer’s primary link to the Aetna Services Organization. The Plan Sponsor Liaison collaborates with the Senior Directors, Managers andClinical/Member advocate teams to review performance, implement improvement plans, provide customer specific training and act as the subject matter expert for all aspects of the plan. They specifically monitor Aetna's overall performance for the account, including Key Performance Measures and Performance Guarantees as well as conduct root cause and trend analysis to proactively identify opportunities to continuously improve our service. PSLs are to be readily accessible by email/IM or phone to the plan specific units and the Aetna One Management team and act as subject matter expert on benefits and products for each Plan Sponsor this includes all vendor related products and programs PSL is the subject matter expert on benefits and products for each Plan Sponsor this includes all vendor related products and programs.
• Experience with claim/call center environment.• Account Management experience and/or Plan Sponsor Service experience.
Please review required qualifications above
High School diploma, G.E.D. or equivalent experience
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.