Job Description
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Role Description
- The Inbound/Outbound Queue Associate is a fully telework position with a schedule of Monday through Friday, 8am-5pm CST.
- Supports comprehensive coordination of medical services including intake, screening and referrals to Aetna Medical Services Programs.
- Promotes/supports quality effectiveness of Healthcare Services.
- Performs intake of calls from members or providers regarding services via telephone, fax, EDI.
- Utilizes eMEVS and other Aetna systems to build, research and enter member information.
- Screens requests for appropriate referral to medical services staff.
- Approves 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.
- Protects the confidentiality of member information and adheres to company policies regarding confidentiality.
- 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, FAXHUB, ProPAT, and MedCompass.
- 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.
- Qualifications
- 1-2 years of Call Center experience
- 1-2 years of Medical Terminology experience
- Requirements
- High School Diploma or G.E.D
- Preferred Qualifications
- 2-4 years of medical assistant experience
- Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility
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