Information and Referral Specialist

Job DescriptionProgram OverviewAetna'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. 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 who provide a human connection when it is needed most. Position SummaryThe Information and Referral Specialist - Supplemental Benefits provides information and products to eligible members, encouraging healthy outcomes for our Medicare members.Fundamental Components Utilize designated interactions to identify the member's eligible supplemental benefits and encourage members to take advantage of those benefits Understand available Supplemental Benefit offerings and effectively process orders for those benefits Accurately assess the need for clinical intervention and work closely with Engagement Hub Clinical Consultants to serve our members Educate members on available services and products and empower participation Assist the member in actively participating with their health care providers and Aetna Care Management teams regarding decisions that impact their health and well-being Accurately and thoroughly documents each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure Compliance and Regulatory Standards are met Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate Follow program workflows consistently, following up with members to ensure needed services were secured and meeting the member's needs Demonstrates an ability to be agile and adapt to change with enthusiasm Possess top-notch people skills - listening, caring, connecting, empathizing, and supporting Ability to seamlessly multi-task while using multiple systems to efficiently provide service to members Flexibility with work schedule to meet business needsPay RangeThe typical pay range for this role is:Minimum: 19.50Maximum: 40.10Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications At least 2 years working within the healthcare, nonprofit, community-based services industry and/or call center environment Demonstrated organizational skills, including effective verbal and written communications skills requiredPreferred Qualifications Exhibits strong desire and commitment to serving others Proficiency in Microsoft Word and Outlook Data entry and documentation experience within member records is strongly preferred Familiarity with basic medical terminology, health care, and the concepts of care management preferred Bilingual (Spanish) preferredEducation High School diploma or G.E.D. required - College degree or equivalent work experience strongly preferredBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. 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.

Created: 2025-11-15