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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 - Second shift

Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix
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POSITION SUMMARY
The Customer Service Representative (CSR) responds to calls from Aetna Medicaid members who contact the Member Services Centralized Call Center. The CSR provides excellent customer service and works cooperatively with the call services team. This is not a daytime job. Preference for bilingual proficiency.

Fundamental Components:
Experienced in a customer service call center environment.
Proficient in the use of call center technology and associated software applications.
Achieves call center performance standards and complies with Aetna requirements.
Has an excellent attendance record, is punctual, and complies with the attendance policy.
Has the ability to learn, retain knowledge, and proficiently apply the knowledge in the handling of calls.
Speaks and writes very well.
Pays close attention to details and enters information into the data system that is accurate and error free.
Demonstrates the ability to be empathetic and compassionate during a call.
Is assigned a standard 40 hour work week, with hours primarily on the second shift with some weekend days and holidays.
This is not a daytime position.
Must get along well with others and is respectful at all times.
Preference for bilingual proficiency.

BACKGROUND/EXPERIENCE desired:
Experienced in customer service call centers.
Medicaid, Medicaid, or health insurance experience preferred.
Able to work evenings, some weekends and holidays--40 hour standard work week.
Speaks and writes well, and produces error-free work products.

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

FUNCTIONAL EXPERIENCES
Functional - Customer Service/Customer Service - Member Services - Traditional products/1-3 Years

ADDITIONAL JOB INFORMATION
Competitive pay.
Shift premium.
Quarterly bonus program.
Excellent employee benefits program.
Facility has a fitness center and a cafeteria.
Free covered parking.
Pleasant work environment and great co-workers.

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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