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Client Account Representative (Oxford, OH)

Primary Location: Cincinnati, OH
Additional Locations: OH-Cincinnati, OH-Oxford
Office Location for this role is Oxford, OH

On-site campus Account Representative to provide customer service support to Miami University and their insured students. The successful candidate will assist the management team in development and distribution of internal/external communications pertinent to student health and will work with each school to attend client orientations, health fairs, and in-school service meetings as needed.

* Must be open to local travel

Fundamental Components:
On-site Account Representative will provide the following services to Miami University students and staff:
  • Act as a day-to-day liaison between all students, administrators, staff, etc., and Aetna Student Health.
  • Conducting phone calls, email, walk-in customer support and assistance in the resolution of any insured and/or provider billing or enrollment issues.
  • Educate students and staff regarding the medical plan, policies and procedures.
  • Support all areas of enrollment; enrollment/waiver Aetna system access, file processing statistics, reconciliation, emergency Pharmacy overrides, and assist with enrollment inquiries.
  • Support and attend on-campus functions and meetings, including orientations and Health Fairs, and graduate presentations, as needed.
  • Interface with all internal Aetna Student Health departments to meet the common goal of providing exceptional customer service.
  • Improve efficiency, suggest changes, report trends and be available for special projects or temporary assignments as needed.
  • Independently function and problem solve using critical thinking skills, exhibit and practice effective organizational skills necessary to manage competing priorities.
  • Meet established client expectations.

Background Experience:
  • Outlook, Word, Excel is REQUIRED
  • Prior healthcare experience is Preferred
  • Salesforce is a Plus
  • Independently function and problem solve using critical thinking skills.
  • Exhibit and practice effective organizational skills necessary to manage competing priorities and meet established client expectations.
  • Proactively communicate internally/externally if unable to meet established deadline to reset expectations.
  • Demonstrate acceptable product and industry knowledge.
  • Exhibit advanced communication, organization, contribution and creative skills in the delivery of project participation

Required Skills:
Service - Case Administration, Service - Demonstrating Service Discipline, Service - Providing Solutions to Constituent Needs

Desired Skills:
Leadership - Collaborating for Results

Functional Skills:
Customer Service - Customer Service - Member Services - Traditional products

Potential Telework Position:

Percent of Travel Required:
10 - 25%

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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