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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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  • 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

Senior Customer Service Representative - 2nd Shift

Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix
The Senior Customer Service Representative (SCSR) supports high quality customer service through providing technical, coaching, and training support to call agents. The SCSR participates in call quality monitoring and improvement programs. The SCSR produces reports and participates in call center meetings and activities.

The SCSR supports the Common Purpose vision for the Medicaid members and the company.

Preferred bilingual (Spanish and English) proficiencies.

Fundamental Components:
Serves as a knowledgeable resource in answering questions and responding to issues from Aetna Medicaid members.
Conducts research and provides accurate responses to inquiries from call agents.
Provides coaching and training, as requested.
Conducts call monitoring activities and produces reports.
Conducts schedule adherence monitoring and produces reports.
Provides call assistance during call peak times.
Pays careful attention to details and meets deadlines.
Produces error-free work products, with correct grammar, spelling, and punctuation.

Background Experience:
At least three years in a call center customer service environment.
Excellent speaking and listening skills.
Excellent keyboarding skills.
Experience in entering into various applications and data systems.
Prefer experience as a team lead or equivalent in a call center environment.
Knowledge of Medicare, Medicaid, or other health insurance program.
Must have an excellent attendance record.

Additional Job Information:
Understanding of medical terminology helpful. Strong knowledge of health insurance benefit plans, policies and procedures a plus. Excellent speaking, listening, and writing communications skills. Ability to maintain accuracy standards and achieve metrics. Able to conduct issue research and possesses problem solving skills. Pays attention to detail. Possesses analytic skills. Excellent attendance record.

Functional Skills:
Customer Service - Call center monitoring & analysis - Inbound calls - call center location, Customer Service - Customer Service - Member Services - HMO products, Customer Service - Customer Service - Plan Sponsor - Plan set-up - Traditional

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

Click To Review Our Benefits (PDF)


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