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Sr. Health Concierge - Bilingual in Spanish (Preferred)

Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix
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Description:
Health Concierge serves as a technical resource and coach to the department's staff. The Senior AHC conducts research and documents findings, preparing Frequently Asked Questions and Answers. The Senior AHC also supports through call reviews and identification of patterns. The Senior AHC also may place outbound calls and perform other duties. Bilingual in English and Spanish preferred.

Fundamental Components:
Answers questions and resolves issues as a primary point of contact. Fully understand the member’s needs by building a trusting and caring relationship with the member. Utilizes all relevant information to effectively influence member engagement. Serves as a SME providing technical assistance when needed on call related issues. Coaches, trains and assists in the development of call center staff. May participate and/or lead special projects/initiatives addressing service issues. Multi-tasks to accomplish workloads efficiently, and assists others with best approach to workflows and resources (call handling, task lists). Demonstrates ability to balance assignments independently. Advanced ability to learn and accept new processes and tools. Pilots new processes when applicable. Proactively assesses member issues and anticipates their needs. Based on the issues and customer needs, quickly determines if the member call should be extended. Takes appropriate action when confronted with a problem or made aware of a situation. Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate. Resolves issues without or with limited management intervention. Collaborates with colleagues and co-workers to deliver a world class member experience. May track and trend data. Documents and tracks all contacts, events, and outcomes with members using appropriate systems and processes. May make outbound calls and perform all associated duties.

Background Experience:
Customer Service experience in a call center preferred, demonstrating ability to be empathetic and compassionate. Effective verbal and written communication skills. Effective organizational skills and ability to manage multiple tasks. Demonstrated ability to handle multiple assignments competently, accurately and efficiently. Highly successful with all call duties. Demonstrated leadership ability and to work with all staff members. Produces timely and error-free work products.

Associate's degree or equivalent work experience.

Additional Job Information:
Innovative Thinking and “Change Agent” - Looks for, identifies and acts on opportunities to improve how we design, develop, and deliver products and services. Strong oral and written communication skills. Strong analytical skills and innovative problem solving abilities. Empathy towards customers' needs and concerns. Ability to maintain accuracy and production standards. Attention to detail. Excellent attendance. Complies with all department and company policies and procedures.


Functional Skills:
Customer Service - Customer Service - Member Services - HMO products

Potential Telework Position:
No

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

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