RN or PT- Musculoskeletal (MSK) Care Advocate-Remote

Evernorth MSK Care Advocate

The Role

Through digital and telephonic means, you will use clinical acumen to apply a holistic, whole person health lens.

Customer support includes triaging customer needs, educating customers on MSK treatment approaches, creating personalized goals, optimizing the use of their insurance plans and benefits, assisting with payer-related issues, collaborating with providers, connecting to other available programs, tracking customer progress, and following through to proven outcomes.

Are you:


* Flexible? Do you flourish in a rapidly changing environment?


* An excellent communicator?Is digital (messaging and email) and telephonic communication your strength and do you feel comfortable communicating with customers, providers, and health plans?


* Empathetic? Does empathetically connecting with customers come naturally to you? Are you able to quickly build rapport with customers, relate with them, and are you sensitive to their unique situations and journeys?


* Innovative? Do you enjoy being a part of building trailblazing services for customers?


* A critical thinker? Are you able to understand a problem and pivot on the fly to help customers achieve the best outcome?


* Tech savvy? Do you have very strong computer skills, and can you easily navigate new technology platforms with minimal ramp up?


* A big picture thinker? Are you able to connect the dots and understand the big picture, especially in regard to connecting customer's health care journey with the various opportunities and programs they may have available to them?


* Passionate? Is going the extra mile to help customers change their lives for the better something you are truly passionate about?

Major Responsibilities and Desired Results:


* Uses digital and telephonic technology to connect with and coach customers of diverse backgrounds at various stages of their health MSK journeys to improve their health status, reduce health risks, and improve quality of life.


* Uses cognitive behavioral coaching techniques and principles of cultural humility to connect with customers, address and remove barriers, and help them realize their true potential.


* Manages the end-to-end customer experience, which includes but is not limited to:
+ Educating customers on the MSK Program and other opportunities available to them.
+ Triaging customers' needs and responding according to clinical urgency.
+ Administering brief assessments to quickly understand the customer's history, vision of wellness, and goals.
+ Assessing readiness to change, co-creating the customer's wellness vision, and helping customers choose and manage goals.
+ Empowering customers to make educated health care decisions and with skills to provide enhanced interactions with their providers.
+ Connecting customers with available and clinically appropriate health plan benefits and programs (e.g., i...