Customer Service Representative

Customer Service Representative

Requirements

• Required to reside within a 50-mile radius of New Albany, OH in the event of an outage, you may be asked to work onsite.
• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
• Experience in a production environment.
• High School or GED equivalent.

Responsibilities

• Handles customer service inquiries and problems via telephone, internet or written correspondence.
• Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources.
• Answers questions and resolves issues based on phone calls/letters from members, providers, and other departments.
• Triages resulting rework to appropriate staff.
• Documents and tracks contacts with members, providers and plan sponsors.
• Guides the member through their members plan of benefits, Aetna policy and procedures.
• Creates an emotional connection with members by understanding and engaging them.
• Takes accountability to fully understand the member’s needs by building a trusting and caring relationship.
• Anticipates customer needs.
• Provides the customer with related information to answer unasked questions.
• Explains member’s rights and responsibilities in accordance with contract.

Preferred Qualifications

• Ability to multi-task to accomplish workload efficiently.
• Understanding of medical terminology.
• Oral and written communication skills.
• Ability to maintain accuracy and production standards.
• Problem solving skills.
• Attention to detail and accuracy.
• Analytical skills.