Customer Service ConsultantPrimary Location: Singapore, SGP
Additional Locations: SGP-Singapore Apply
- Professionally manage inbound & outbound telephone calls and email correspondence with customers, brokers, network providers, and all other interested parties ensuring that appropriate and timely communication is maintained.
- Complete eligibility verification, work closely with Clinical Case managers where appropriate, determine coverage, identify discrepancies, and apply cost containment measures, all whilst maintaining a customer-centric approach.
- Responsible for bringing Aetna International Medical management policies and procedures to life, in a customer-centric fashion.
- Triage and prioritize caseloads considering urgency, geographical location, service required, and customer expectations.
- Take ownership for progression of caseloads and support colleagues in the management of their caseloads by providing clear advice and direction to remove barriers and delays.
- Working with your cross-functional peers with a constant view to improving the E2E member experience.
- Responsible for meeting Operational SLAs, customer satisfaction objections and key financial goals.
- Have knowledge, skills and experience in a variety of Operational disciplines and processes, with knowledge of medical terminology, and medical case management.
- Display excellent oral and written communication skills.
- Demonstrate the importance of active listening and be able to role model professional and caring behaviors.
- Establish relationships with internal and external customers.
- Act proactively, takes ownership of problems and be empowered to take actions to resolve our members' concerns.
- Be resilient and adaptable. We work in a fast-paced environment with changing priorities, distressed customers, and at times high volumes of work and/or time-sensitive deadlines. Employees must be able to thrive in this kind of environment.
- Make sound financial decisions in sometimes urgent or ambiguous situations, putting the customer first whilst upholding and adhering to Aetna Internationals policies and procedures.
Responsibilities will include
- Be a subject matter expert and a point of escalation for more complex queries.
- Review and approve preauthorization requests in accordance with the preauthorization process.
- Handles customer service inquiries and problems via telephone, internet or written correspondence. Manage customer service inquiries and problems and respond to complex issues.
- Acts as end-to-end contact for client’s preauthorization journey and/or customer service problems.
- Play a leading role in the Regional team to ensure GOP and Enquiry volumes are turned around within SLA.
- Explain plan benefits and relate them to the customer inquiry.
- Ensuring compliance with international and regional policies, practices and procedures.
- First line complaint resolution.
- Educated to an A-level, secondary or pre-university level of education or higher.
- Clinical / Medical Qualification would be beneficial
- Customer-servicing mindset will be beneficial.
- Fluent written and spoken English with secondary language (Mandarin / Cantonese / Malay / Bahasa) being desirable due to territory needs.
- A passion for providing outstanding customer experience. Excellent listening skills.
- An ability to solve complex challenges. Self-motivation with an ability to work on your own initiative.
- Effective collaboration and team working. A high degree of accuracy and a keen eye for detail.
- High levels of organizational skills with the ability to prioritize and multitask.
- The desire to make things better. And the ability to ask questions or seek clarification if you need help or are unclear.
- Eager to work in a high energy, fast-paced business, where change is a constant.
68696EEO Statement: Aetna is an Equal Opportunity, Affirmative Action Employer
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