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A1A Client Advocate

Primary Location: Chandler, AZ
Additional Locations: AZ-Chandler
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Description:
What is A1A?

Aetna One Advocate is Aetna’s premier service and clinical offering for Aetna nation-wide and creates industry-leading solutions for our customers and members. The model is a fully integrated population health and customer service solution for large plan sponsors high-touch, high-tech member advocacy service which combines data-driven processes with the expertise of highly trained clinical and concierge member services. The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health. This is an exciting time to join Aetna a CVS Health company in our journey to change the way healthcare is delivered today. We are health care innovators.

The Client Advocate will serve as a subject matter expert of complex claims, provider contracts and assisting front line staff with overall member inquiries.


Fundamental Components:
  • Manage rework routing bin and provide coaching feedback to front line staff.
  • Supports business needs for phone and chat coverage during peak volumes.
  • Proactive approach to workload and able to demonstrate ability to balance assignments independently.
  • Collaborates respectfully across the division, other departments, Providers and members
  • Strong verbal and written communication skills.
  • Solid skills in conflict resolution and maintaining confidentiality.
  • Independent problem solving skills .
  • Ability to identify root cause and prevent reoccurrence.
  • Team player who will assist in the success of the pod in any way needed.
  • Manage rework routing bin and provide coaching feedback to front line staff. Supports business needs for phone and chat coverage during peak volumes.
  • Proactive approach to workload and able to demonstrate ability to balance assignments independently.
  • Collaborates respectfully across the division, other departments, providers and members.


Background Experience:
  • Minimum of 1 year in current role.
  • Minimum of 3 years of customer service experience.
  • Minimum of 1 years of experience handling escalated issues and/or mentoring.
  • Minimum of 1-3 years of claims knowledge


Clinical Licensure:
N/A

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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