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Plan Sponsor Liaison

Primary Location: Chicago, Illinois
Additional Locations: IL-Chicago

POSITION SUMMARY (Dedicated Client Advocate)

The Client Advocate role is an onsite position dedicated to the support of Northwestern Medicine (NM) in Chicago, IL.This individual will act like an extension of the HR Staff for Aetna’s products and services.They will effectively interact with NM as a single point of contact (SPOC) for escalated member issues and complex global issues to include, but not limited to claims, eligibility and network. This individual will work with not only HR Staff but NM employees, NM Staff & other NM departments related to Benefits Administration.They will also carry out special projects and benefit related responsibilities as assigned. They will be a contact for NM’s billing department regarding claim/provider services questions/issues.In addition this individual will visit various NM locations to support employee education and questions on technology, claims, benefits, etc.They will support open enrollment meetings, as well as monthly reporting specific to the needs of the HR Team.

The Client Advocate will analyze reports and account key performance measures to identify opportunities to improve service levels. They will collaborate with operations team, account management and other points of contacts throughout the organization to identify plan-specific issues and implement action plans to address account performance. They will provide technical support to external and internal constituents on issues, products and systems. Along with the assigned PSL they will support the installation of new and existing accounts for the site.

Fundamental Components:

Solid understanding of Aetna plan benefits, eligibility, and claims systems. Successful candidates must have excellent communication (written and verbal), critical thinking, time management and organizational skills. The ability to influence constituents and represent a professional image of the company is critical.


Experience with claim/call center environment.

Account Management experience and/or Plan Sponsor Service experience


The highest level of education desired for candidates in this position is a Bachelor’s Degree.


Customer Service/Customer Service - Member Services - Traditional products/4-6 Years

Sales & Service/Account Management/1-3 Years


Technical - Aetna Applications/Customer Service Workstation/1-3 Years/End User


Leadership/Collaborating for Results/ADVANCED

Service/Improving constituent-focused Processes/ADVANCED

Service/Handling Service Challenges/ADVANCED


Service/Working Across Boundaries/ADVANCED

General Business/Communicating for Impact/FOUNDATION

Service/Creating a Differentiated Service Experience/FOUNDATION

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 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.

Click To Review Our Benefits (PDF)


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