Aetna Senior Answer Team Consultant in Harrisburg, Pennsylvania

Req ID: 55686BR

Position Summary:

We are building an exciting new clinical and member experience program at Aetna. Aetna Community Care is a member centric, team-delivered, community based model that joins members where they are.

The Senior Answer Team Consultant for the Engagement Team supports the Engagement Supervisor and a team of Engagement Specialists who are responsible for the outreach to and enrollment of our eligible members. The Senior Answer Team Consultant is responsible for supporting the administrative work of the team reporting directly to the Engagement Supervisor.

Job Responsibilities:

  • Carries out and coordinates administrative duties as assigned, which may include record retrieval, distribution, documentation and filing, handling logistics for scheduling and coordinating meetings, care manager calls and visits, assisting Supervisor with time and attendance, new hire onboarding and other administrative functions

  • Supports the Engagement Supervisor in reassigning tasks from the Engagement Zone Queue to the appropriate Engagement Specialist for enrollment outreach to eligible members

  • Works efficiently, independently and accurately with manual and systems generated logs, task lists, and reports, meeting deliverables and deadlines

  • Generates required reports, spreadsheets and documents, working from multiple sources and/or systems

  • Acts as a liaison and coordinates workflow and communication with internal and external entities e.g. provider offices, vendors and program partners.

  • Effectively seeks out and uses approved and available resources to problem solve and meet deliverables

  • Serves as an Engagement Specialist as requested to best understand the role and to support ongoing enrollment of the population

  • Adheres to care management, privacy and confidentiality, and quality management processes in compliance with regulatory, accreditation guidelines, company policies and procedures

  • Other responsibilities as assigned.

    Background/ Experience Desired:

  • Minimum of 2-3 years administrative support preferred

  • Experience in healthcare, care management and/or managed care preferred

  • Sound proficiency in Microsoft office (including Excel, Word, Outlook, etc.); experience in documenting in an electronic health record preferred

  • Demonstrates effective verbal and written communication skills and ability to work well with people

  • Strong organizational and time management skills

  • Resolution focused with high attention to detail, accuracy, problem solving and follow up

  • Ability to flex work hours at times to meet business needs

  • Ability to serve as the lead onsite team member in the absence of the Engagement Supervisor

  • Thrives in a fast-paced work environment

  • Bilingual (Spanish) preferred.


  • The minimum level of education required for candidates in this position is a High School diploma, G.E.D or equivalent experience

  • Associates/ Bachelor's degree preferred

    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. 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.

    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.

    Aetna takes our candidates'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.

Job Function: Customer Service

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.