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A new day in healthcare. Together, CVS Health and Aetna help people on their path to better health.

Account Coordinator

Primary Location: Grand Rapids, Michigan
Additional Locations: MI-Grand Rapids
The Account Coordinator is responsible for:
  • Performing all of the functions required to fulfill regulatory and client expectations on behalf of the COBRA, Retiree, and/or Leave of Absent participants. Provide client and customer service support to beneficiaries, clients and internal customers. Maintain current knowledge of required regulations.

Fundamental Components:
  • Manage participantinquiries regarding COBRA, LOA and Retiree Billing
  • Maintainparticipantdemographic and enrollment data in the billing and bswiftsystems, ensuringthe two systems remain in sync.
  • Receive and processenrollments,ensuring the proper allocation of payments and thecompliant and timelymailing of participant communications
  • Maintain a positive and professional attitude whenhandling escalationsfrom customers with complex questions, problems or whoare irate
  • Workclosely withthe Account Manager to prepare employee and employercommunication documents,such as participant statements and reports
  • Identify, verify, and process subsidies and severances from a member level
  • Identify and report unusual activity – such as higher thannormal qualifyingevent volume or trends in participant questions
  • Receive and manipulate, when needed, new qualifying event data files, import to billing system and generate appropriate output. Verify output and system updates are accurate
  • Assist withad hocclient projects as needed and assigned; be a positiveinfluence and strong teammember, offering to help others and seeking assistancewhen required

Background Experience:
  • Excellent verbal and written communication skills.
  • Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook) and Internet Explorer.
  • Strong organizational skills. 3-5 years of data interpretation and analysis experience.
  • Basic programming skills (e.g., to run extracts).
  • Healthcare background.
  • Demonstrated skill in data gathering, interpretation & data presentation.
  • Familiarity with databases and comfortable generating reports High School Diploma or GED equivalent required.
  • Technical certification or equivalent work experience.

Required Skills:
General Business - Applying Reasoned Judgment, General Business - Communicating for Impact, Sales - Knowing Customers

Desired Skills:
Leadership - Driving a Culture of Compliance, Service - Creating a Differentiated Service Experience

Functional Skills:
Customer Service - Customer Service - Plan Sponsor - Eligibility - Traditional, Customer Service - Customer service - retail environment, Customer Service - Customer service - transaction based environment

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

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this 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

Click To Review Our Benefits (PDF)


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