Care Management Associate Member Connection

4004 Aetna Medicaid Administrators; Louisiana (MO); Hybrid; USD 25,000 - 58,000; Full time

Job summary

CVS Health is hiring for a Care Management Associate to support Medicaid member connections by phone, enroll members in care management, and facilitate warm transfers to care managers. You’ll document outcomes and help coordinate care plans with a collaborative team.

The role emphasizes customer service excellence, detailed record-keeping, and the ability to multitask across several priorities while maintaining compliance and quality standards.

Qualifications

• Strong customer service skills with attention to detail and compliance.
• Thoroughly document member calls with high accuracy for compliance.
• Ability to work independently while meeting deadlines and goals.
• Effective participation in a multidisciplinary team with internal and external partners.
• Strong verbal and written communication, able to adapt to change.
• Able to meet daily targets with speed and accuracy.

Responsibilities

• Coordinate service delivery and outreach to Medicaid members.
• Enroll members into care management and connect to care managers via warm transfer.
• Document interactions and actions in member records per regulatory standards.
• Provide telephonic support and problem resolution for members and families.
• Support team operations and maintain compliance with policies.

Skills

Customer service

Documentation

Independent work

Team collaboration

Communication skills

Multitasking

Education

High school diploma

Tools

Microsoft Word

Outlook

Excel

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Aetna’s Medicaid Care Management Member Connections Team is a new initiative focused on prioritizing Medicaid member interaction, maximizing inbound and outbound touchpoints to solve members’ needs and create behavioral change. How we do this is through a dedicated and caring team of health care professionals who connect with passion, caring and behavioral interviewing techniques. This team has a drive to exceed the delivery of Medicaid Health care services. Focus is on the Member Connection Team efficiency and productivity efforts whereby the Care Management Associates interact and engage telephonically with members. Through the successful supports orchestrated by the Member Connections team, this comprehensive care coordination is a collaborative demonstration of innovative healthcare navigation and motivational health plan customer support representation. 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.

The Member Connections Care Management Associate supports comprehensive coordination of healthcare services through telephonic outreach to and enrollment of our eligible members. Our Engagement Care Management Associates demonstrate a highly energetic blend of salesperson, healthcare navigator and health plan customer support representative. The Associate is responsible for direct member outreach and engagement, facilitating case assignment, and connecting identified members to care managers immediately through a warm transfer. By successfully enrolling members into care management, further supports the implementation of care plans to promote effective utilization of healthcare services, promoting and supporting quality effectiveness. Provides support services to team members by answering telephone calls, taking messages, researching information and assisting in solving problems. Adheres to Compliance with policies and procedure/regulatory standards. Maintains accurate and complete documentation of required information that meets risk management, regulatory, and accreditation requirements. Protects the confidentiality of member information and adheres to company policies regarding confidentiality.

REQUIRED QUALIFICATIONS

• 1-2+ years strong customer service skills to coordinate service delivery -including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members, adhering to care management processes (to include, but not limited to, privacy and confidentiality, quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures).
• Completes documentation of each member call in the electronic record, thoroughly completing required actions with a high level of detail to ensure compliance requirements are met with efficiency.
• Works independently and competently, meeting deliverables and deadlines while demonstrating an outgoing, enthusiastic and caring presence telephonically.
• Ability to effectively participate in a multi-disciplinary team including internal and external participants.
• Effective communication, telephonic and organization skills with ability to be agile, managing multiple priorities at one time, and adapting to change with enthusiasm.
• Demonstrates ability to meet daily metrics with speed, accuracy and a positive attitude

PREFERRED QUALIFICATIONS

• 2 - 4 years’ experience in call center healthcare field (i.e. experienced in medical office, hospital setting, medical billing/coding) preferred.
• Experience with computers including knowledge of Microsoft Word, Outlook, and Excel – data entry and documentation within member records preferred.
• Familiarity with basic medical terminology and concepts used in care management preferred.
• Flexibility to work occasional nights and weekends outside of standard business hours which can span from 8:00 am to 8:00 pm.
• Strong organizational skills, including effective verbal and written communication skills.
• Bilingual (Spanish) preferred.
• LA Medicaid experience

EDUCATION

HS Diploma required

PAY RANGE

The typical pay range for this role is: $18.50 - $42.35 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Time Type Full time

Anticipated Weekly Hours 40

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

BENEFITS

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. Additional details about available benefits are provided during the application process and on Benefits Moments.

• medical coverage
• dental coverage
• vision coverage
• paid time off
• retirement savings options
• wellness programs
• other resources, based on eligibility

APPLICATION DEADLINE

We anticipate the application window for this opening will close on: 10/16/2026

OUR WORK EXPERIENCE

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.