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Customer Service Representative

At Aetna, we’re pioneering a total approach to health and wellness, focusing on the whole person - body, mind, and spirit. Our customer service and claim teams provide a human connection when it’s needed most and are essential to turning our member’s health ambitions, big and small, into achievements. Your role will include processing claims and helping members, doctors, and companies better understand our products and services. You will be an advocate for our member’s best health by helping them get the most from their benefits, building trust and always providing a clear path to care.

  • Job Type: Full-time
  • Job Level: Entry Level
  • Travel: No

Aetna’s minimum starting salary is $16/hr.

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Success Profile

What makes a successful Customer Service Representative? Here are the traits we are looking for:

  • Trustworthy
  • Empathetic
  • Proactive
  • Compassionate
  • Good listener
  • Problem Solver
  • Communicator
  • Independent
  • Multi-tasker
  • Patient
  • Collaborative
  • Personable
  • Quick thinking
  • Enthusiastic

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Benefits

  • Health

  • Paid Time Off & Disability

  • Financial

  • Wellness

  • Additional Benefits

  • Aetna’s Social Compact

    Our commitment to improve wages and medical benefits.

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Customer Service Representative Quotes

You really are invested in the member… you have to be their advocate.

Damon H., Senior Health Concierge Customer Service Representative

I’m very excited about the common purpose [Advocate for our members’ best health by helping get them most from their benefits, building trust and always providing a clear path to care], in the first day of training all the leaders came in and explained it. As soon as they got done talking I knew this was the company for me.

Emily E., Customer Service Representative

Job Details

Customer Service Rep

Primary Location: New York, New York
Additional Locations: NY-New York
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POSITION SUMMARY
A customer Service position which provides customer service and support to Aetna Better Health members.

Fundamental Components:
Receives and responds to inbound calls and provides customer service and support to Aetna Better Health members. Resolves general/broad based issues across all Aetna Better Health of New York members. health plans and/or escalates to senior staff. Analyzes and summarizes member call data as needed. Ensures compliance with Aetna Better Health of New York policies and procedures as well as all CMS regulations.
Works under moderate supervision.
All duties as assigned.

BACKGROUND/EXPERIENCE desired:
Minimum of two years customer service experience required, preferably in a health care setting.
Prior Call Center experience preferred.
Effective oral/verbal communication and customer service skills required.
PC skills including Microsoft Windows, Word and Excel required.
Bilingual skills ( Mandarin / Cantonese) may be required as determined by operational needs.
Strong attention to detail and excellent customer service skills required.
Strong knowledge of telephone triage or call center/shared services activities preferred.
Exceptional customer service and interpersonal skills are also required.

EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

Telework Specifications:
Option for telework will be evaluated after a certain period of employment
Telework considered only for unique circumstances

ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

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.





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.

Click To Review Our Benefits (PDF)

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