Health Concierge is the face of Aetna to provide targeted, personalized service based on a holistic view of the member, benefits, health information, and through engagement. Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing. At Aetna, we are currently recruiting caring, compassionate and curious Health Concierge Representatives who are willing to be problem solvers and champions for our members' best health to help guide the members along a clear path to care. We work to build trust with our members and take pride in doing the right thing for the right reason. If you are passionate and empathetic about the people you serve, this position may be a fantastic career opportunity for you! Health Concierge's (HC's) create an emotional connection with our members by understanding and engaging the member to the fullest. HC's build a trusting relationship with the member by taking accountability to fully understand the members' needs. They identify member needs beyond the initial inquiry by answering the unasked questions. HC's answers questions and resolve issues as a ‘single-point-of-contact' based on phone calls, letters, emails, Internet, chat and outreach programs from members. They make financial decisions to resolve member issues using customer service threshold framework. They collaborate with colleagues and co-workers to deliver a world-class member experience. The HC guides and educates the member through various elements of their benefit plan information and available services created to enhance the overall customer service experience. HC's take ownership and resolve issues without or with limited management intervention. They have knowledge of Aetna policy, procedure and resources to comply with regulatory guidelines.
To be successful, HC require strong ability to multitask, prioritize, problem-solve and effectively adapt to a fast-paced, changing environment. In addition to excellent computer skills, top candidates will possess critical thinking, professionalism, strong listening and organizational skills and demonstrate empathy. A minimum of two years of Customer Service experience in a service environment, such as a call center or retail location preferred. Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate. Effective organizational skills and ability to manage multiple tasks. Effective communication skills, both verbal and written Associate's degree or equivalent work experience
Please review required qualifications above
High School diploma, G.E.D. or equivalent experience
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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