Position is fully remote
Serves as a single point of contact on a client-facing team. Responds to
client service requests and issues, including enrollment and billing,
commissions, technical support, install/group administration, and all other
routine customer service inquiries. Delivers first-call resolution for 90-95%
of inquiries by accurately identifying, researching, and resolving issues
based on the initial phone call/letter/email from the client.
-Responds to moderately complex service inquiries and resolves customer concerns within an organized team.
-Resolves issues without or with limited
-Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed customer satisfaction while educating constituents on Aetna's policies and programs.
-Investigates, analyzes, and resolves service
requests and issues including, but not limited to enrollment and billing, commissions, technical support, -and install/group administration.
-Coordinates efforts both internally and across departments to successfully resolve service issues.
-Accurately records telephonic and virtual customer
interactions and follow-up.
-Supports plan administration activities, including case installation, enrollment, plan set-up, eligibility, and billing by working proactively with support areas.
-Leads resolution of service issues through
partnership with functional operations team.
- Collaborates with colleagues and co-workers to deliver a world class customer experience.
-Identifies and implements process improvements. Maintains phone quality and performance levels while working on customer-related projects.
-Takes responsibility for own self-development.
-Recommends areas where cross-training is needed.
-Understands the team's performance against measured
-Accepts ownership for individual and team results.
-Performs other related duties as assigned.
- 2-4+ years recent and related experience.
- Experience in use of process improvement and root-cause analysis
- Capability to develop technical acumen.
- Strong client-facing orientation.
- Demonstrated exceptional customer service skills.
- Demonstrated problem solving skills
- Bachelor's degree preferred.
- High School Diploma or GED equivalent required.
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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