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Engagement Specialist

Primary Location: Columbus, OH
Additional Locations: OH-Athens, OH-Toledo
Provides proactive account management, development of strong relationships and execution of strategic cross-sell initiatives for existing customers in assigned business segments, products and geographies.

Fundamental Components:
Develops and executes customer service strategy: Meets with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of benefits plans, identify gaps in service levels, determine root causes and develop solutions.Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement.Responds to customers’ requests for network analysis, benefit plan design changes, and benefit questions and clarifications.Provides customer with network updates and analysis of impact.Collaborates with account management team to achieve growth/renewal objectives; assists in preparation and delivery of renewal packages.Leads cross-sell opportunities with SAM in the course of day-to-day renewal objectives.Manages all plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas; signs-off on ID cards.Manages open enrollment activities.

Background Experience:
3-5 years industry or customer service experience preferably with complex accounts. Insurance license, as required by state law.College degree or equivalent work experience.

Required Skills:
General Business - Communicating for Impact, Leadership - Collaborating for Results, Technology - Promoting Emerging Technology

Desired Skills:
General Business - Ensuring Project Discipline, General Business - Managing Sales Relationships, Leadership - Anticipating and Innovating

Functional Skills:
Administration / Operation - Data Entry, Customer Service - Customer Service - Pharmacy, Customer Service - Customer Service - Plan Sponsor - Enrollment - Traditional, Human Resource - Employee fitness and wellness

Technology Experience:
Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft Word, Desktop Tool - TE Microsoft Excel

Potential Telework Position:

Percent of Travel Required:
50 - 75%

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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