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Service Advocate

Primary Location: Sandy City, Utah
Additional Locations: UT-Sandy
We are currently recruiting top talent for our Outbound Service Advocate role in our Member Advocacy Center. Aetna Medicare’s Member Advocacy Center outreaches to our members to provide innovative, proactive and compassionate solutions that exceed our member’s expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. This position requires answering questions and resolving issues based on outbound phone calls to Medicare members. This position requires a high degree of empathy and patience. This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits based on the outbound campaign.

Fundamental Components:
Educates plan benefits, answers questions and resolves issues based on outreach campaign calls. Documents and tracks contacts with members. Educates members on our self-service options. Follows campaign guidelines for exceptional service. Exceeding our member’s service expectations is our standard. Ensure that every caller is treated with respect, kindness and all questions are thoroughly answered.

Background Experience:
Ability to creatively solve members’ problems and have desire to help and advocate for them. The candidate should possess leadership qualities and should be able to use de-escalation skills. -They should be able to honor commitments by using good verbal and written skills and effectively using resources. -The candidate is expected to be meeting or exceeding their attendance, quality, and scorecard metrics. Prior experience working directly with members / consumers. Ability to absorb and apply new and changing information. Ability to make effective and independent decisions Ability to multitask, prioritize and effectively adapt to a fast paced changing environment Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships. Demonstrated organizational and communication skills required. Some college preferred. High School Diploma or G.E.D.

Additional Job Information:
Strong communications skills.Strong analytical skills focusing on accuracy and attention to detail.Computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word.Understanding of medical terminology.Ability to maintain accuracy and production standards.Negotiation skills.Problem solving skills.

Required Skills:
Service - Creating a Differentiated Service Experience

Technology Experience:
Computer Operation - System and Console Operations

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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