Group Retiree Solutions | Account Relationship Liaison (Dedicated)

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

These positions are set to be fully remote after the candidates have gone through training with the plan sponsor (which must be done in-person at the CT Teachers' Retirement Board office). Candidates must reside within 50 miles of Hartford, Connecticut to accommodate in-person training and occasional on-site requirements. 

Position Summary

The Account Relationship Liaison will serve as the Dedicated Single Point of Contact for Aetna Medicare Advantage servicing to our CT Teachers' Retirement Board Plan Sponsor benefit administration personnel while supporting Group Center of Excellence Call Center in additional to all Aetna back-office teams.  Controls daily communication between departments or individual policyholders regarding benefit plan administration. Directs workflow to respond, manage, and resolve escalated and complex global issues for Claims/Calls, PSS, and health plan back-office operations.  The Account Relationship Liasion dedicated role has responsibility for a random ID card quality review, standard customization requests and updates to the Plan Sponsor Profile Page, customer reporting for membership and patterns and trends of inquires.

A Brief Overview

Controls daily communication between departments or individual policyholders regarding benefit plan administration. Directs workflow to respond, manage, and resolve escalated and complex global issues for Claims/Calls, PSS, Aetna Medicare Account Management Team, Aetna Commercial Account Management Teams and back-office departments regarding benefit plans, eligibility, claims, billing, and general benefit plan administration.

What you will do 

• Assists with establishing and implementing results-based programs and innovative initiatives for the Plan Sponsors, under general supervision.
• Applies in-depth knowledge of the Plan Sponsor / back-office areas to offer feedback for decisions and innovation strategies that enhance organizational growth, visibility, member retention and customer satisfaction and trust.
• Examines escalated member-specific issues and/or broader plan administration matters as the single point of contact to provide swift resolution.
• Develops complex customer service account management plans for assignment and implements plan for dedicated account.
• Coordinates service delivery of dedicated account by attending implementation planning and process meetings, while supporting customer. 
• Responsible for ID card Quality, timeliness, and Performance Guarantee for assigned dedicated account.
• Responsible for Plan Sponsor Profile Page, supports Group Contact Center of Excellence for projects, workflow support and to enhance the member experience and customer satisfaction.
• Assists with Member Open Enrollment Meetings and customer site visits, including local union meetings with CT Teachers' Retirement Board staff.
• Proactively resolve issues with account managers, sales representatives, and other Aetna back-office teams as appropriate.
• Identifies most urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions. Initiates and maintains partnerships with others throughout the organization. 
• Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities.

Required Qualifications
For this role you will need Minimum Requirements

• 3 years’ experience in Group Medicare Business and Medicare Advantage Plans and Products
• Strong Leadership and Communication skills [verbal, written and presentation]
• Critical thinking, problem solving and decision-making skills
• Demonstrate prior experience in consultative skills and the ability to influence