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Customer Service Consultant - Japanese Speaking

Primary Location: Farnborough, United Kingdom
Additional Locations: HANTS-Farnborough

About Aetna

Aetna are a leading diversified health care benefits company, serving an estimated 44 million people.We offer industry-leading information, tools and resources to help people achieve their best possible health.

Aetna’s global business, Aetna International, is one of the world’s largest and most prominent providers, with more than 650,000 members worldwide and a direct settlement network of over 125,000 hospitals and clinics.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare across the globe. 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.

As well as some excellent benefits and a fantastic working environment, we will give you the space to grow and provide you with opportunities to learn new skills to keep you developing personally and professionally.

Join us and help turn health ambitions into achievements.

Position Summary

An exciting opportunity has become available to join our care team as a Customer Service Consultant/Case Management Associate. We are looking for the right talent to join our lively and energetic team.You will be required to work closely with many different aspects of the business to accurately assess medical claims and to co-ordinate our Air Ambulance and commercial evacuations globally.

This is an important role within the business supporting our members in often highly stressful situations and working closely with the Clinical Case Managers in providing them with support and guidance in the delivery of healthcare services.The role requires the ability to investigate, review and pre-authorise healthcare claims globally in a timely and professional manner.

You are required to work rotating shifts consisting of four (4) consecutive days at work followed by four (4) consecutive days off work (the “4 on/4 off shift pattern”).Which are to be worked Monday to Sunday according to the shift pattern.

You will be rewarded with a generous shift allowance, language allowance, discretionary bonus and a good basic salary.

Responsibilities of the role

1. Accurately assess, cost contain and manage medical claims

2. Handling Incoming calls and provide specific actions in accordance with the request for assistance.

3. Liaising with Hospitals, Drs, Brokers and clients directly

4. To participate in daily huddles, team meetings and shift handovers to ensure continuity of service to our clients.

5. To manage and develop internal and external relationships which allows the pre-authorisation process to function effectively and efficiently

Background Required

·Good standard of education with excellent communication skills including letter writing skills and telephone manner

·Good PC skills

·Good problem solver, practical and methodical approach

·Individual will need to demonstrate initiative and be able to prioritise varied and important tasks

·Able to display a high level of empathy and understanding

Experience desired

·Medical background would be an advantage

·Experience with handling insurance claims desirable


·English and Maths essential to GCSE level or equivalent

·A level language an advantage

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