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Account Associate

Primary Location: Hartford, CT
Additional Locations: CT-Stamford
The Aetna National Accounts, Account Associate will work directly with a designated team in support of all product options and programs. This position is dedicated to a Stamford, CT customer and will perform special projects related to implementation, plan administration, wellness coordination, open enrollment activities, benefit fairs, substantial onsite member education, research and escalated issues. The primary function for this role will be performing customer service duties.

Fundamental Components:
  • Requires efficient professional handling of inquiries from covered employees & their dependents re: claims & eligibility status, benefit summary & enrollment information.
  • Interact via phone and e-mail to various department contacts (Account Team, PSL, Claims, Eligibility, etc.) in efforts to resolve escalated issues.
  • Leverage PSL to ensure superior customer service is rendered in support of Plan Sponsor expectations and/or performance guarantees.
  • Partner with PSL for end to end perspective to assist with resolution of root causes of service deficiencies.
  • Accountability for assigned customer projects.
  • Act as a liaison between Customer and Aetna and provide timely feedback to Aetna Account team and leadership so we can be most responsive to anticipated customer needs or issues.
  • Review Field Communications with AMs/AE for customer notification.
  • Review Network Updates with AMs/AE and Network team.
  • Develop and own service report/issue log.
  • Develop and Deliver Onsite Rep monthly reports to customer.
  • Escalate issues to Account, Ops and Management Teams.
  • Relationship development with appropriate Plan Sponsor Contacts and Onsite Vendor Partners.
  • Identify process improvements.
  • Promote online member tools.
  • Participate in customer meetings related to implementation, results review, site visits, audits, finalist meetings, open enrollment and special client onsite promotions around benefits offered.
  • Receive and consult with member walk-ins regarding service related issues and/or processes.
  • Introduces themselves and available for benefits questions.
  • Presents that (s)he is located in the clinic and available.
  • Works closely with the on-site clinic to address any issues and assure collaboration.

Background Experience:
  • Industry experience required
  • Knowledge of employer benefits including medical, dental, pharmacy, etc. is a plus
  • Must be proficient in MS office suite
  • System experience in service tools, ASD, Navigator, claims, benefits and eligibility including tracking databases/tools and portals is a plus

Required Skills:
General Business - Demonstrating Business and Industry Acumen, Leadership - Driving a Culture of Compliance, Service - Demonstrating Service Discipline

Desired Skills:
Service - Handling Service Challenges, Service - Improving Constituent-Focused Processes, Service - Providing Solutions to Constituent Needs

Functional Skills:
Claim - Policies & procedures, Customer Service - Customer Service - Plan Sponsor - Account installation, Customer Service - Customer Service - Plan Sponsor - Benefit provision review, Customer Service - FE Complaints, grievances & appeals, Sales & Service - Account Management

Technology Experience:
Aetna Application - Aetna Strategic Desktop Reporting, Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft PowerPoint, Desktop Tool - Microsoft Word, Desktop Tool - TE Microsoft Excel

Insurance - Licensed Life and Health Producer

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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