Skip to main content

Grievance & Appeals Intake Specialist

Primary Location: Phoenix, AZ
Additional Locations: AZ-Phoenix
This position primarily receives incoming calls from members who desire to file a complaint, grievance, or appeal with the Grievance, Appeals, and Member Grievance department.​ This position includes speaking with members who may be distressed or in crisis while capturing their complaint and documenting it accurately.

Fundamental Components:
Position requires taking incoming calls from members desiring to file a complaint with the Grievance, Appeals, and Member Grievance departments.
  • Position requires handling callers who are distressed or in crisis, and working with the member to resolve issues when appropriate.
  • Position requires strong writing skills with the ability to capture information from the caller accurately
  • 75% of time receiving incoming calls from members; calls could be regarding acute care or behavioral health.
  • 25% documenting the call accurately, composing and sending emails and letters.

Background Experience:
  • 1-2 years behavioral health experience.
  • Medicare and Medicaid experience preferred.
  • Customer service (phones) a plus.

Additional Job Information:
  • Rewarding position within a department of bright individuals who work cohesively
  • No call metrics or call handling times
  • We are a small team with the most important job in this department

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.

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.


Jobs for you

Recently Viewed Jobs

You do not have any recently viewed jobs

Your Saved Jobs

You do not have any saved jobs

Sign up for Job Alerts

Join our Talent Community

At Aetna, a CVS Health Company, we are pioneering a total approach to health and wellness and we need talented candidates like you to join our team. Become a member of our talent community to be the first to know about career initiatives that match your skills and interests as they become available, in addition to details on upcoming events, networking opportunities, and news about Aetna, a CVS Health Company.

Join Our Talent Community

Sign up to receive information about job openings that are tailored to your skills and interests. Plus, get the latest career news from Aetna, a CVS Health Company.