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.
What makes a successful Customer Service Representative? Here are the traits we are looking for:
- Good listener
- Problem Solver
- Quick thinking
Paid Time Off & Disability
Aetna’s Social Compact
Our commitment to improve wages and medical benefits.
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
Senior Customer Service Rep - Second ShiftPrimary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix Apply
The Senior Customer Service Representative (Senior CSR) serves as a subject matter expert in the handling of Medicaid member calls. The employee also conducts call reviews and participates in projects and initiatives. The Senior CSR works in the Medicaid Member Services Centralized Call Center (After Hours). This is not a daytime job. Bilingual (Spanish) preferred.
Performs as a Medicaid member services subject matter expert for inbound calls.
Provides education and coaching for Customer Services Representatives and other employees.
Actively participates in problem-solving and implementing effective solutions.
Conducts call reviews and participates in call improvement meetings.
Supports compliance with all Aetna requirements.
Supports the achievement of all call center metrics and standards.
Writes and speaks very well.
Conducts call handling depending on business needs.
Successfully achieves requirements and goals in the Talent Review Scorecard.
Schedules tasks to achieve objectives and meet deadlines.
Produces error-free work products.
Performs in a professional manner and maintains a good attendance record.
This position is not a day job and has a standard 40 hour work week.
Experience in a Medicaid member call service environment.
Customer Service experience in call handling, call quality review, training and coaching, and participating in related activities.
Demonstrated ability to handle multiple assignments competently, accurately and efficiently.
Well organized, meets deadlines, and behaves in a professional manner.
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
Functional - Customer Service/Customer Service - Member Services - Traditional products/1-3 Years
ADDITIONAL JOB INFORMATION
Bonus incentive 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.
Aetna has been named to Fortune’s 2018 World’s Most Admired Companies list. The company was ranked No. 4 in the “Health Care: Insurance and Managed Care” category.
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