Aetna One Advocate is at the forefront of what's possible for health care navigation, applying deep analytics, integrated technology, local solutions and predictive outreach. By combining clinical support with member services into one co-located team, we're better able to find those who need help the most in a manner that's meaningful to them and to their health goals. Using a proprietary approach, Aetna One Advocate removes barriers to care and provides the right support to encourage our members to achieve their health goals and stay on a path to better health. The mission of this model is designed to meet each member at every aspect of their health care journey. Our data analytics, high-touch service and end-to-end ownership of member support creates a trusted partner in health care.
Aetna One Advocate is currently serviced out of three locations: New Albany, OH; High Point, NC and Chandler, AZ. The Sr. Director should expect to be permanently based in one of those locations and travel to the other two sites. You will travel 30 to 50% of the time. 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!
You will lead the site directors, member experience specialists and their teams to provide the unexpected, remove friction and delight members while maintaining a consistent member experience. You will partner with the Director Clinical Services to ensure both service and clinical expectations of the Aetna One Advocate (A1A) program are met.
•Provide the operational strategy implementation through the leadership of the site leads and their teams.
•Participate in the selection and hiring of service leaders (Head Coaches, Coaches) (Manager Advocate Service) using criteria that identifies candidates that lead teams of Member Advocates and clinical staff in providing the member-centric focus and experience our members deserve
•Support a training program for managers to implement and train staff to provide inspiring service for our members
•Establish and employ use of KPMs and other tracking metrics that measure each team's performance versus expectations
•Analyze data to understand members preferences (through cell, email, text, other digital channels, etc) to inform development of strategies for providing personalized engagement
•Instill a culture of resolving member issues
•Implement new programs in response to feedback received on member experiences (Advocacy feedback loop)
•Administer budgets, schedules, and performance standards for your advocate teams
•7-10 years experience or equivalent education and experience in leading both service leaders and member-facing teams
•Experience building teams from the ground up dedicated to consumer-centric program or product offering
•Experience leading a team of cross-functional managers
•Experience partnering with external customers to inform new processes to exceed expectations
Refer to required qualifications
Bachelor's degree or equivalent work 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.
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