Care Management Associate (CST/EST)

Program Overview

Join the Aetna Clinical Collaboration (ACC) team - an innovative and growing, community‑based care management model designed to transform how we serve our members. ACC utilizes best‑in‑class clinical and operating models to deliver meaningful, high‑impact care where it matters most.

ACC is a member‑centric, team‑delivered approach that meets members where they are. Through compassionate engagement and strong communication, our care teams collaborate with members, providers, and community organizations to address the full continuum of healthcare needs, including medical, behavioral, and social determinants of health.

This is an exciting opportunity to be part of a growing program with national expansion; offering the chance to help shape care delivery in new markets and have a life‑changing impact on the members we serve.

Position Summary/Mission

The Care Management Associate (CMA) supports the ACC Case Management team by performing non-clinical care coordination and administrative functions to promote timely, effective member care. Working under the direction of Senior Managers, the CMA assists with care coordination activities, telephonic outreach, and case support to ensure efficient care delivery and positive member outcomes.

Key Responsibilities

• Supports ACC team with daily care coordination and case support activities

• Review and monitor daily census and providing to on-site staff via email

• Perform inbound and outbound telephonic outreach to members, providers, and facilities

• Process referrals, track cases, manage shared queues and program mailboxes

• Enter and maintain accurate documentation in clinical systems (e.g., MedCompass, CEC)

• Complete detailed documentation of all member interactions in compliance with regulatory and accreditation standards

• Facilitate communication between interdisciplinary care team members and external stakeholders

• Conduct non-clinical research and gather information to support care planning and case progression

• Escalate clinical concerns or barriers to Senior Managers as appropriate

Remote Work Expectations

• This is a 100% remote role; candidates must have a dedicated workspace free of interruptions

• Dependents must have separate care arrangements during work hours, as continuous care responsibilities during shift times are not permitted

Required Qualifications

• Candidate must reside in CST/EST time zones

• 1+ year(s) of customer service experience (healthcare environment preferred)

• Strong customer service and member engagement skills

• Strong organizational skills, including effective verbal and written communication skills

• Basic knowledge of medical terminology

• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and ability to navigate multiple systems

• Candidates must have a dedicated workspace free of interruptions

• Dependents must have separate care arrangements during work hours, as continuous care responsibilities during shift times are not permitted

Preferred Qualifications

• 2–4 years of healthcare experience (e.g., medical office, hospital, care coordination, billing/coding)

• Experience supporting care management or case management teams

• Familiarity with clinical platforms such as MedCompass or CEC

Education

• High School Diploma or GED (REQUIRED)