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A1A Plan Sponsor Liaison

Primary Location: Phoenix, AZ
Additional Locations: AZ-Phoenix
This position is in Chandler, AZ

This role will be the single point of contact for our Aetna One Advocate new customers. They will hold true to our Aetna values as they represent Aetna and our Aetna One book of business. This is an opportunity to be the first voice our customers will see and hear as we begin our partnership with them at Aetna.

Fundamental Components:
  • As the single point of contact, this role will work full time onsite with our customer, closely with our account management team and our Aetna One Advocate team.
  • Being onsite with the customer will require building strong relationships with all levels of their team.
  • The Plan Sponsor Liaison will communicate with any additional vendors the plan sponsor may use (internal or external) to ensure the customer and member needs are addressed and met.
  • You will handle escalations from the client or customer and collaborate with dedicated Team Coaches and Clinical Staff on urgent/escalated member issues; you will track and trend client or customer specific issues and provide timely notification to the various stakeholders when necessary.
  • The Plan Sponsor Liaison will complete plan sponsor specific training and refresher training as needed with the team; you will update any plan sponsor specific tools.
  • You must be familiar with Aetna Standard Policy and how to utilize ePolicies to locate required policy information. This role will create and communicate plan sponsor specific reporting that is needed and requested from the client or customer.
  • This position must be able to reprocess non-complex claims and resolve escalated member inquiries.

Background Experience:
  • Experience with claim/call center environment.
  • Account Management experience and/or Plan Sponsor Service experience.

Additional Job Information:
  • Demonstrates strong consultative skills and the ability to influence constituents
  • Strong leadership skills Strong communication skills (verbal, written, presentation)
  • Strong understanding of multiple aspects of the plans and products (e.g., CCI coding)
  • Ability to work with cross-functional business units and vendors to support the customer’s needs; promotes collaboration among constituents and represents a professional image of the company
  • Strong project management skills
  • Ability to support multiple plan sponsors and multiple products
  • Critical thinking and decision making skills
  • Automatic adjudication knowledge (e.g., number of claims affected on on-standard plans, knowing when a benefit auto adjudicates)
  • Strong knowledge of Aetna Standards

Required Skills:
General Business - Communicating for Impact, General Business - Consulting for Solutions, General Business - Demonstrating Business and Industry Acumen

Desired Skills:
Leadership - Collaborating for Results, Leadership - Driving a Culture of Compliance, Service - Handling Service Challenges

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 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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