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Plan Sponsor Liaison

Primary Location: Bethlehem, PA
Additional Locations: PA-Bethlehem
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Description:
For Medical: The PLS will serve as the Single Point Of Contact (SPOC) for the customer’s human resources personnel (benefit coordinator, administrator, etc.) and respond, manage, and resolve escalated and complex global issues for Claims/Calls and PSS.

For Disability: The PSL will serve as primary liaison between the Disability Service Center and sales implementation organizations and as liaison for the sales and account management team regarding benefit plans. Acts as single point of contact for policyholders during case set up and installation. Establish smooth hand off to Team Leader upon case placement.


**Will work ONSITE in Bethlehem, PA Office**


**ASD - REQUIRED**
**Rumba - REQUIRED**
**E.policies - REQUIRED**


Fundamental Components:
  • Attend/ participate in Sales meetings
  • Acts as a single-point-of-contact for escalated member-specific issues and/or broader plan administration matters
  • Develops and implements a customer service account management plan for each account
  • Support installation of new and existing accounts for the site by attending implementation planning/process meetings
  • Participate in prospect calls and help with response to RFPs.
  • Provide weekly updates on new & potential WKAB business Coordinate and participate in site visits
  • Customer visits (at their location)
  • Proactively identify and surface customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas and solutions.
  • Proactively resolve issues with account executives, sales representatives, installation managers and the claims office as appropriate.
  • Manage escalated customer issues
  • Project lead for transition business in and out of service center
  • Attend and act as consultants for on-site audits
  • Assist customers and sales in understanding the impacts of non standard benefits
  • Coordinate/handle ad hoc account manager (AM) request allowing the AM the ability to focus on developing strategies for new and existing business opportunities
  • Proactively analyzes constituent data, identifies trends and issues.
  • Identifies most urgent business problems, obtains necessary information, accurately identifies root causes and generates solutions.
  • Initiates and maintains partnerships with others throughout the organization.
  • Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities.


Background Experience:
  • Account Management experience and/or Plan Sponsor Service experience
  • Experience with claim/call center environment.
  • Associate's degree or equivalent combination of education and experience required.


Additional Job Information:
Demonstrates strong consultative skills and the ability to influence constituents Strong leadership skills Strong communication skills (verbal, written, presentation) Strong understanding of multiple aspects of the plans and products (e.g., CCI coding) Ability to work with cross-functional business units and vendors to support the customer’s needs; promotes collaboration among constituents and represents a professional image of the company. Strong project management skills Ability to support multiple plan sponsors and multiple products Critical thinking and decision making skills Automatic adjudication knowledge (e.g., number of claims affected on on-standard plans, knowing when a benefit auto adjudicates) Strong knowledge of Aetna Standards

Required Skills:
Service - Creating a Differentiated Service Experience, Service - Demonstrating Service Discipline, Service - Handling Service Challenges

Desired Skills:
Leadership - Engaging and Developing People, Leadership - Fostering a Global Perspective, Service - Working Across Boundaries

Potential Telework Position:
No

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position.

Candidate Privacy Information:
Aetna takes our candidate'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.

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