The job below is no longer available.

You might also like

in Tampa, FL

Use left and right arrow keys to navigate
Hours Full-time, Part-time
Location Tampa, Florida

About this job

POSITION SUMMARY

We are currently recruiting top talent for our next class of Customer Service Representatives (CSR) to join our Aetna International (AI) Americas team. AI Customer Service delivers innovative, proactive and compassionate service that exceeds our member expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people.

Fundamental Components:

If hired, your primary responsibility will be to increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

CSRs must be able to deal compassionately with members on a one-on-one basis, focusing on their needs through careful listening and patience. CSRs participate in ongoing training and engage in self-development. Must be able to work independently, honor commitments to our members, and collaborate with team members to create a remarkable member experience.

The position requires the ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members. You will access information from a variety of systems and references including AI's own state of the art Member Website. You must be able to provide high quality member focused service using knowledge of plans, products, systems and procedures resulting in enhanced member satisfaction and retention.

You position requires you to answer questions and resolve issues based on phone calls from members all over the world, providers, and occasionally from plan sponsors. Passion for providing exceptional customer service, effective verbal and written communication skills, and willingness to adapt to a changing environment are critical to success in this role. Prior experience providing customer service, knowledge of medical terminology or experience with health insurance plans is preferred. Bilingual proficiency is a plus although not required. You will identify service trends and initiate appropriate action to resolve problems. Overtime is requested at times.

BACKGROUND/EXPERIENCE desired:

Ability to multi-task to accomplish workload efficiently

Analytical skills

Ability to maintain accuracy and production standards

Technical skills and computer literacy

Intermediate to advanced professional typing skills

Oral and Written communication skills

Understanding or ability to quickly learn medical terminology

Problem solving skills

Bi-lingual preferred but not required

EDUCATION

The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

FUNCTIONAL EXPERIENCES

Functional - Customer Service/Customer Service - Member Services - Traditional products/1-3 Years

REQUIRED SKILLS

Service/Demonstrating Service Discipline/FOUNDATION

Service/Handling Service Challenges/ADVANCED

Service/Working Across Boundaries/ADVANCED

DESIRED SKILLS

Benefits Management/Interacting with Medical Professionals/FOUNDATION

Service/Creating a Differentiated Service Experience/ADVANCED

Service/Providing Solutions to Constituent Needs/FOUNDATION

ADDITIONAL JOB INFORMATION

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Employment Type Regular Career Band Description Business Support & Technical