A1A Service Advocate

A1A Service Advocate

Requirements

• 6 plus months in customer service role
• Must be within 50 miles as the training is onsite at our A1A location: Phoenix, AZ.
• High School Diploma or G.E.D required.

Responsibilities

• Advocating for the member by asking unasked questions and listening for trigger words that may prompt nurse involvement.
• Locating providers and setting appointments for members.
• Working in multiple systems simultaneously to resolve member concerns.
• Engaging members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience.
• Owning the healthcare journey of members and ensuring their satisfaction.

Preferred Qualifications

• Strong written & verbal communication skills
• Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment
• Demonstrated organizational and communication skills
• Intermediate typing skills – 50 WPM strongly desired
• Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members
• Deep problem-solving skills with demonstrated ownership of issue resolution
• Possess top-notch people skills – listening, caring, connecting, empathy, and supporting
• Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences
• Demonstrated propensity for responsiveness and a sense of urgency when helping members
• Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness
• Strong skillset in the use of the suite of Microsoft Office tools strongly desired
• Ability to work effectively in a team environment
• Ability to learn and retain in a complex environment
• 1 year of call center experience in a fast-paced environment
• Previous Healthcare Experience