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Health Advocate- Inbound/Outbound Calls, Healthy Outcomes Team ID-8783

March 22, 2025

Job Description

Welcome to Aetna's Healthy Outcomes Team! We are seeking a passionate and empathetic individual to join us as a Health Advocate for Inbound and Outbound Calls. In this role, you will have the opportunity to make a positive impact on the lives of our members by providing exceptional customer service and advocating for their health needs. Our ideal candidate is a strong communicator, a problem-solver, and a team player who is dedicated to promoting healthy outcomes for our members. If you are driven by a desire to help others and have a background in healthcare, we encourage you to apply for this rewarding position.

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1. Provide exceptional customer service to Aetna members through inbound and outbound calls.

2. Advocate for members' health needs by understanding and addressing their concerns and inquiries.

3. Utilize strong communication skills to effectively explain complex healthcare information to members.

4. Collaborate with team members to identify and implement solutions for member issues.

5. Use problem-solving skills to resolve member complaints and escalate issues as needed.

6. Maintain a deep understanding of Aetna's products and services to provide accurate information to members.

7. Adhere to company policies and procedures while handling member interactions.

8. Demonstrate empathy and compassion towards members' health concerns.

9. Keep thorough and accurate records of member interactions and outcomes.

10. Continuously strive to improve member satisfaction and promote healthy outcomes.

11. Stay updated on industry trends and developments to provide the best possible service to members.

12. Collaborate with other departments as needed to ensure seamless member experience.

13. Comply with all relevant regulations and laws related to healthcare and customer service.

14. Participate in training and development opportunities to enhance job performance.

15. Maintain confidentiality of member information at all times.

Where is this job?

This job opening is listed as 100% remote

Job Qualifications

• Bachelor's Degree In Healthcare-Related Field: Aetna Requires All Health Advocates To Have A Minimum Of A Bachelor's Degree In A Healthcare-Related Field Such As Nursing, Public Health, Or Health Education.

• Strong Communication And Interpersonal Skills: As An Advocate, You Will Be Interacting With Aetna Members, Providers, And Other Healthcare Professionals On A Daily Basis. Therefore, Strong Communication And Interpersonal Skills Are Necessary To Effectively Advocate For The Health And Well-Being Of Aetna Members.

• Knowledge Of Healthcare Industry And Insurance Practices: Aetna's Health Advocates Must Have A Deep Understanding Of The Healthcare Industry And Insurance Practices In Order To Provide Accurate And Informed Guidance To Aetna Members.

• Customer Service Experience: In This Role, You Will Be Handling Inbound And Outbound Calls From Aetna Members And Providers. Previous Customer Service Experience Is Highly Desirable, As It Demonstrates The Ability To Effectively Communicate, Problem-Solve, And Provide Excellent Service.

• Ability To Work In A Fast-Paced And Dynamic Environment: Aetna's Health Advocates Must Be Able To Adapt To A Fast-Paced And Constantly Changing Environment. This Includes Being Able To Multitask, Prioritize Tasks, And Work Efficiently To Meet Deadlines And Achieve Healthy Outcomes For Aetna Members.

Required Skills

• Communication

• Time Management

• Multitasking

• Interpersonal skills

• customer service

• Active listening

• Cultural competency

• Health education

• Empathy

• Problem-Solving

• Conflict

• Health Navigation

Soft Skills

• Communication

• Conflict Resolution

• Emotional Intelligence

• Leadership

• Time management

• creativity

• Critical thinking

• Teamwork

• Adaptability

• Problem-Solving

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Health Advocate- Inbound/Outbound Calls, Healthy Outcomes Team ID-8783

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?