Emily Powers

Experience

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  Aetna, a CVS Health Company

  Oct 2002 - Sept 2022

  Delivering top-notch service for a world-class customer experience, I collaborated with cross-functional teams and various levels of leadership while partnering with major health services in value-based and risk fee service arrangements. I oversaw daily operations while educating internal and external parties in adherence to contract policies and parameters. Furthermore, I maintained accountability for structuring and sustaining successful collaborations with assigned provider groups, including establishing the strategic alignment with the most complex, high-value initiative, highest risk and revenue-generating provider networks. Show less Spearheading the entire physician recruitment cycle, I improved recruitment sales and strengthened relationships across functional leadership areas to keep operational plans interconnected. I negotiated physician group and ancillary contracts with an annual spend of over $10K+ to $1M+. I also provided patients access to high-quality and timely medical care across every physician service line through shaping and scaling every aspect of the provider experience with recruitment, onboarding, development, and engagement. Show less Targeting a high level of member service, I utilized prior claims, complaints/appeals, and provider service knowledge while maximizing new systems and tools in the call center environment. I have led 19+ Service Consultants for national accounts customers and improved their client engagement skills in their customer service role. I also coordinated with leadership in developing appropriate workflows, service level agreements, key performance measures and expectations for the new team while coaching them on work procedures, call handling, teamwork, and excellent customer service. Show less

  • Engagement Manager

    Nov 2021 - Sept 2022

  • Network Performance Manager

    Sept 2017 - Nov 2021

  • Physician Recruiter

    Nov 2015 - Sept 2017

  • Claim and Customer Service Manager

    Nov 2013 - Nov 2015

  • Claim Manager

    Jun 2010 - Nov 2013

  • Senior Complaint and Appeal Analyst

    Feb 2009 - Jun 2010

  • Complaint and Appeal Analyst

    Jul 2004 - Feb 2009

  • Customer Service Representative

    Oct 2002 - Jul 2004
• 

  Centene Corporation

  Sept 2022 - Feb 2023

  Director, Provider Relations
• 

  Aetna, a CVS Health Company

  Feb 2023 - now

  Senior Manager, Network Management