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Customer Service Representative

At Aetna, a CVS Health Company, 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, a CVS Health Company’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, a CVS Health Company’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 (Second Shift)

Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix
The Senior Customer Service Representative (SCSR) supports Medicaid member incoming calls regarding inquiries on benefits and other issues. The SCSR serves as a Subject Matter Expert and manages assigned projects. Preference for bilingual (English and Spanish). This is not a daytime position.

Fundamental Components:
  • Serves as a subject matter expert on Medicaid member inquiries.
  • Supports call agent proficiencies through coaching and training responsibilities.
  • Supports call management through the professional handling of incoming member calls as well as providing responses to escalated calls.
  • Performs assigned duties associated with workflows and specific processes.
  • Supports the achievement of call center performance standards and metrics.
  • Manages assigned projects and special assignments, meeting deadlines and producing error-free work products.
  • Maintains an excellent attendance record, including being punctual each day.
  • Maintains professional behaviors at all times.
  • Possesses excellent speaking and writing skills.
  • Pays attention to details.

Background Experience:
  • At least three years in a high volume customer service call center environment.
  • Preference for knowledge of Medicare, Medicaid, and/or health insurance programs.
  • Preference for experience as team leader.
  • Has excellent oral and written skills.

Additional Job Information:
  • Understanding of medical terminology helpful.
  • Strong knowledge of health benefit plans, policies and procedures.
  • Ability to maintain accuracy and production standards.
  • Strong technical skills with using multiple computer systems, applications and programs.
  • Excellent keyboarding skills.
  • Keen problem solving skills.
  • Strong skills for attention to detail and accuracy.
  • Analytic skills in problem solving.

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.


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