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Primary Location: Plantation, FL
Additional Locations: FL-Plantation
This position is for an onsite Customer Service Concierge for BAPTIST HEALTH SOUTH FLORIDA. The Customer Service Concierge will function as the first contact point for internal customers with respect to BAPTIST HEALTH SOUTH FLORIDA employee Health plans and Life and Disability plans. In doing so they will also serve as the Single Point of Contact for BAPTIST HEALTH SOUTH FLORIDA’s Talent Division (HR), responding to, managing, and resolving escalated complex member level issues. This individual will sit within BAPTIST HEALTH SOUTH FLORIDA’s Talent Division (amongst their HR Team), working standard hours (8:30a - 5:30 EST). They must however have variability of hours in order to meet the needs of a healthcare environment. They will be asked to travel locally to the other Baptist Health South Florida locations to meet with Team Members; working variable hours as needed in order to do so.

Fundamental Components:
The primary responsibilities of the Customer Service Concierge includes the support of BAPTIST HEALTH SOUTH FLORIDA’s Team Members as it relates to education of the new Aetna plans and benefits, education around the tools and technology available to Team Members, as well as the support of claim and call questions as they arise. They will work with BAPTIST HEALTH SOUTH FLORIDA’s Talent Division (HR) in the resolution of inquiries from their Team Members; triaging and partnering with the Allentown Service Center as needed. Open enrollment will be a critical time as they will assist with the coordination and planning of the Town Hall Sessions, will support Team Members with Transition of Care requests, and will be available to both the Talent Division and Team members for questions on the Aetna Plans and Benefits. As an extension of the Account Team it will be important for this individual to work closely with the Allentown Service Center in terms of issue resolution, identifying communication opportunities, identifying trends, as well as opportunities for improvement across internal operations to ultimately ensure we are meeting and exceeding the expectations of BAPTIST HEALTH SOUTH FLORIDA when it comes to service and support. This individual will analyze methods to improve workflow and processes, with a goal towards lean efficiencies and automation. They will also be responsible to understand, interpret and communicate programs and policies to stakeholders. In partnership with the Account Team, this will include performing the research to make recommendations to ensure continued compliance. In partnership with the Account Team, this individual will explore and analyze benefits data from multiple sources and present information and key insights that supports the BAPTIST HEALTH SOUTH FLORIDA’s strategies.. Another important role for this individual will be the support of BAPTIST HEALTH SOUTH FLORIDA’s Custom Networks. They will serve as a liaison between Aetna's Custom Network Team and BAPTIST HEALTH SOUTH FLORIDA’s Managed Care team when it comes to the maintenance of the network, as well as the proactive notification of potential discrepancies that could funnel through customer service and team members in the form of claim questions around provider payment levels.

Background Experience:
Five years benefits experience required; experience within a call/claim service center a plus. Must have strong interpersonal skills exhibited by the ability to influence others, gather information from individual groups and build collaborative relationship across the organization. This individual must possess excellent customer service, public relations and interpersonal skills; with success in working in a team environment.

Additional Job Information:

In addition to what is described above, this individual must possess the following skills and competencies:

Excellent organizational and time management skills, with the ability to handle multiple projects are required.
Ability to work in a team environment.

Strong knowledge and skill in the use of the Microsoft Office suite of products.
Strong diagnostic, analytical, problem-solving skills with the ability to collect and analyze data, and make sound fact-based decisions and draw conclusions from the results.
Critical thinking, collaboration, flexibility, project/task ownership, system improvement (computerized or manual), project management, consultation and conflict management.
Must have high degree of self-motivation, commitment and integrity.
Strong ability to find creative and innovative solutions to problems and issues of complexity and ambiguity.
Strong understanding of business fundamentals and drivers of financial, service and operational success of BAPTIST HEALTH SOUTH FLORIDA.

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 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.

Click To Review Our Benefits (PDF)


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