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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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Benefits

  • 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

Customer Service Rep

Primary Location: San Antonio, Texas
Additional Locations: TX-San Antonio
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POSITION SUMMARY
At Aetna, we are currently recruiting caring, compassionate and curious Customer Service Representatives who are willing to be problem solvers and champions for our members best health to help guide the members along a clear path to care. We work to build trust with our members and take pride in doing the right thing for the right reason. If you are passionate and empathetic about the people you serve, this position may be a fantastic career opportunity for you!

Fundamental Components:
Customer Service Representatives (CSRs) create an emotional connection with our members by understanding and engaging the member to the fullest. CSRs build a trusting relationship with the member by taking accountability to fully understand the members needs. They identify member needs beyond the initial inquiry by answering the unasked questions. CSRs answers questions and resolve issues based on phone calls, letters, emails, Internet, chat and outreach programs from members. They collaborate with colleagues and co-workers to deliver a world-class member experience. The CSR guides the member through their benefits, Aetna policy and procedures. They have knowledge of resources to comply with regulatory guidelines.

BACKGROUND/EXPERIENCE desired:
Experience in a production environment.
Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate. To be successful, CSRs require strong ability to multitask, prioritize, problem-solve and effectively adapt to a fast-paced, changing environment. In addition to excellent computer skills, top candidates will possess critical thinking, professionalism, strong listening skills and demonstrate empathy. A minimum of two years of Customer Service experience in a service environment, such as a call center or retail location preferred.

WEEKENDS AND HOLIDAYS
- Must be available to work on weekends and holidays on a rotation.
- The Customer Service Representative work on a Saturday rotation and will be permitted 1 day off during the week for the Saturday that is worked.

EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

FUNCTIONAL EXPERIENCES

Functional - Customer Service/Customer Service - Member Services - Traditional products/4-6 Years
Functional - Management/Management - Customer Service/1-3 Years

ADDITIONAL JOB INFORMATION

Our customer service area is the very important first line of contact with the customers. They work with members, providers and plan sponsors to help them understand our products and services. CSRs provide a human connection when it is needed most. Our customer service team consists of talented, dedicated people with the skills to make a difference in the lives of our customers. The setting is fast-paced and customer satisfaction is a top priority. People who thrive in our organization can handle multiple tasks while maintaining positive and professional outlook. Our work environment is engaging and diverse. Employees are encouraged to satisfy professional ambitions, take pride in their contributions and share in our success.

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.

Click To Review Our Benefits (PDF)

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