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Customer Service Representative

At Aetna, we’re pioneering a total approach to health and wellness, focusing on the whole person - body, mind, and spirit. Our customer service and claim teams provide a human connection when it’s needed most and are essential to turning our member’s health ambitions, big and small, into achievements. Your role will include processing claims and helping members, doctors, and companies better understand our products and services. You will be an advocate for our member’s best health by helping them get the most from their benefits, building trust and always providing a clear path to care.

  • Job Type: Full-time
  • Job Level: Entry Level
  • Travel: No

Aetna’s minimum starting salary is $16/hr.

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Success Profile

What makes a successful Customer Service Representative? Here are the traits we are looking for:

  • Trustworthy
  • Empathetic
  • Proactive
  • Compassionate
  • Good listener
  • Problem Solver
  • Communicator
  • Independent
  • Multi-tasker
  • Patient
  • Collaborative
  • Personable
  • Quick thinking
  • Enthusiastic

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Benefits

  • Health

  • Paid Time Off & Disability

  • Financial

  • Wellness

  • Additional Benefits

  • Aetna’s Social Compact

    Our commitment to improve wages and medical benefits.

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Customer Service Representative Quotes

You really are invested in the member… you have to be their advocate.

Damon H., Senior Health Concierge Customer Service Representative

I’m very excited about the common purpose [Advocate for our members’ best health by helping get them most from their benefits, building trust and always providing a clear path to care], in the first day of training all the leaders came in and explained it. As soon as they got done talking I knew this was the company for me.

Emily E., Customer Service Representative

Job Details

Customer Service Rep

Primary Location: Allentown, Pennsylvania
Additional Locations: PA-Allentown
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POSITION SUMMARY
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. Handles customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature.

Fundamental Components:

- Answers questions and resolves issues based on phone calls/letters from providers.
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Triages resulting rework to appropriate staff Documents and tracks contacts with providers.
- Explains providers and/or members rights and responsibilities in accordance with contract.
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Educates providers on our self-service options Assists providers with credentialing and re-credentialing issues -
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Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence or internal referrals.
- Handles incoming requests for appeals and pre-authorizations not handled by Clinical Claim Management.
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Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible.
- Performs financial data maintenance as necessary.
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Uses applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received.
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Maintains department established performance metrics at a meets or exceeds expectations level.
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Works together as a team and apply the Aetna Core Values in day-to-day operations.

BACKGROUND/EXPERIENCE desired:
Experience in a production environment Customer Service experiences in a transaction based environment such as a call center or retail location preferred Ability to multi-task to accomplish workload efficiently Analytical skills Ability to maintain accuracy and production standards Technical skills Oral and written communication skills Problem solving skills Attention to detail & accuracy

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 - production environment/1-3 Years
Functional - Communications/Provider communications/1-3 Years
Functional - Administration / Operations/Data Entry/1-3 Years

REQUIRED SKILLS
Leadership/Driving a Culture of Compliance/FOUNDATION
Service/Creating a Differentiated Service Experience/ADVANCED
Service/Handling Service Challenges/ADVANCED

DESIRED SKILLS

General Business/Maximizing Work Practices/ADVANCED
Service/Providing Solutions to Constituent Needs/FOUNDATION
Service/Working Across Boundaries/ADVANCED

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.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)

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