Onsite Field Service Advocate (Central NJ/New Brunswick NJ)Primary Location: Mount Laurel, New Jersey
Additional Locations: NJ-Mt Laurel Apply
*This role will be based full-time at J&J facilities in the Central NJ/New Brunswick NJ area, is not a work-at-home opportunity
The ON SITE Field Service Advocate serves as a bridge between the Johnson & Johnson Global Benefits department and J&J employees, promoting and educating on available clinical and administrative programs/tools/resources, including those offered by Aetna.
The Field Service Advocate is an empathetic and accountable individual responsible for providing end-to-end support to J&J members via an Apple store “Genius Bar” experience.
As an onsite single point-of-contact, the Field Service Advocate will build trust with members, demonstrate ownership of issue resolution, and act with knowledge using integrated service tools.
The Field Service Advocate will develop a deep understanding of individual members’ needs through differentiated methods of defining a member’s health ambitions, the use of predictive analytics to build a 360˚ view of the member, and by providing multi-channel support in line with member preferences.
The Field Service Advocate will engage members through personalized, effective and frequent touch points to deliver a simple, powerful, and proactive member experience.
·Aetna employee co-located at various J&J locations (TBD), functioning as an extension of both the Johnson & Johnson and Aetna teams
·Acts as an onsite single-point-of-contact for members. Explains the plan of benefits,rights and responsibilities with contracted arrangements, claim status information, benefit coverage, plan eligibility, dental, vision, pharmacy, HSA,provider details, care management, on-boarding, tool usage and available programs/resources.
·Delivers a suite of digital services to J&J members that supports navigation of the healthcare system, including personalized next best action recommendations
·Creates connections by understanding and engaging members to the fullest
·Assists members with finding their health ambitions
·Connects members with additional digital and clinical resources, including community-based and CVS resources as they develop
·Provides high-quality, customer-focused engagement by using knowledge of procedures and systems to meet and exceed customer satisfaction while educating on Aetna’s policies and programs
·When required, coordinates with clinicians to compile members’ care plans and conduct adherence follow-up
·Works with Aetna’s care team for members who require urgent or emergent service, or services rendered in a setting other than a practitioner’s office.
·Serves as subject matter expert for team members for non-routine calls that required deviation from standard scripts
·Lends Subject Matter Expertise to J&J Global Benefits team members and acts as resource for day to day processes,provides direction on routine and difficult issues
·Handles sensitive member information with discretion
·Resolves issues without or with limited management intervention
·Responsible for all levels of member engagement
·Coordinates and/or delivers health education,program seminars/workshops and webinars
·Attends and participates in ongoing team meetings with J&J and Aetna Account teams
·Works with Aetna’s Data Analytics team to determine opportunities for targeted engagement and focused program utilization to positively impact future spend.
·Provides data and reporting information as required
·Demonstrates a passion for health and digital experience
·Deep problem solving skills, ownership and accountability of issue resolution
·Ability to build a trusting relationship by fully understanding needs
·Customer service expertise to drive proactive engagement with members to meet personal health ambitions
·Collaborates with colleagues and co-workers to deliver a world class customer experience
·Possesses exemplary soft skills – listening, caring,connecting, showing empathy
·Ability to make effective and independent decisions
·Responsiveness and a sense of urgency when dealing with customers
·Highly perceptive individual with strong self-awareness and ability to interact at various levels and audiences
·5+ years of experience working directly with consumers and delivering a highly experientialinteraction, preferably in a leading tech setting
·Demonstrated ability to uphold J&J Credo and Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction
·Ability to multi-task, prioritize and effectively adapt to a fast paced changing environment
·Demonstrated organizational and communication skills
·Associate’s Degree or equivalent work experience
·Experience with Aetna claim systems a plus
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidates'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.
58449Functional Skills: Sales & Service - Account Management Potential Telework Position: No Percent of Travel Required: 25 - 50% 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.
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