Inbound/Outbound Queue Associate

Supports comprehensive coordination of medical services including intake, screening and referrals to Aetna Medical Services Programs. Promotes/supports quality effectiveness of Healthcare Services.

Fundamental Components:
Performs intake of calls from members or providers regarding services via telephone, fax, EDI. (*)

Utilizes eTUMS and other Aetna system to build, research and enter member information. (*)

Screens requests for appropriate referral to medical services staff. (*)

Approve services that do not require a medical review in accordance with the benefit plan. (*)

Performs non-medical research including eligibility verification, COB, and benefits verification. (*)

Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements. (*)

Promotes communication, both internally and externally to enhance effectiveness of medical management services (e.g., claim administrators, Plan Sponsors, and third party payers as well as member, family, and health care team members respectively)

Protects the confidentiality of member information and adheres to company policies regarding confidentiality (*)

Communicate with Aetna Case Managers, when processing transactions for members active in this Program (*)

Supports the administration of the precertification process in compliance with various laws and regulations, URAQ and/or NCQA standards, where applicable, while adhering to company policy and procedures. (*)

Places outbound calls to providers under the direction of Medical Management Nurses to obtain clinical information for approval of medical authorizations.

Uses Aetna Systems such as QNXT, ProFAX, ProPAT, and Milliman Criteria.

Communicates with Aetna Nurses and Medical Directors, when processing transactions for members active in this Program.

Sedentary work involving significant periods of sitting, talking, hearing and keying. Work requires visual acuity to perform close inspection of written and computer generated documents as well as a PC monitor. Working environment includes typical office conditions.

Exhibits the following Inbound Queue Associate Behaviors

In addition:
Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word.

Ability to effectively participate in a multi-disciplinary team including internal and external participants.

Familiarity with basic medical terminology and concepts used in care management.

Effective communication, telephonic and organization skills

BACKGROUND/EXPERIENCE:
1-3 years experience within a healthcare setting or other clinical experience is required.
2+ years experience with data entry is required.
Computer literacy.
Ability to multi-task.

EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate’s data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.