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National Account Associate

Primary Location: Seattle, WA
Additional Locations: WA-Seattle

The dedicated Aetna National Accounts (NAT) Account Associate, will work onsite at one of our premier National Account customers in Seattle. The position requires efficient and professional handling of inquiries from the customer’s corporate benefits team, covered employees & their dependents regarding claims, eligibility status, benefit/coverage explanations & enrollment information. Interaction will be in-person, via phone and e-mail to various department contacts (Customer, Account Management Team, Plan Sponsor Liaison (PSL), Claims, Eligibility, etc.) in efforts to resolve escalated issues.

Fundamental Components:

The primary function for this role will be performing customer service duties. Individual will leverage Plan Sponsor Liaison (PSL) to ensure superior customer service is rendered in support of customer expectations and/or performance guarantees. Partner with PSL for end to end perspective to assist with resolution of root causes of service deficiencies. Act as a liaison between customer and Aetna and provide timely feedback to Aetna Account team.

The account associate will also support special projects for the day-to-day servicing of the customer related to reporting, implementation support, plan administration, wellness coordination, enrollment activities, benefit fairs, onsite member education, research, etc.

Relationship development with appropriate Plan Sponsor Contacts and Onsite Vendor Partners. Identify process improvements. Promote online member tools. Participate and present in customer meetings related to service, results review, enrollment events and special onsite promotions around benefits offered.

Background Experience:

System experience in service tools, ASD, Navigator, claims, benefits and eligibility including tracking databases/tools and portals.

Required Skills:
General Business - Demonstrating Business and Industry Acumen, Leadership - Driving a Culture of Compliance, Service - Demonstrating Service Discipline

Desired Skills:
Service - Handling Service Challenges, Service - Improving Constituent-Focused Processes, Service - Providing Solutions to Constituent Needs

Functional Skills:
Claim - Policies & procedures, Customer Service - Customer Service - Plan Sponsor - Account installation, Customer Service - Customer Service - Plan Sponsor - Benefit provision review, Customer Service - FE Complaints, grievances & appeals, Sales & Service - Account Management

Technology Experience:
Aetna Application - Aetna Strategic Desktop Reporting, Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft PowerPoint, Desktop Tool - Microsoft Word, Desktop Tool - TE Microsoft Excel

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

Click To Review Our Benefits (PDF)


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