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Aetna International Associate Account Manager

Primary Location: Sugar Land, TX
Additional Locations: TX-Sugar Land
Provides proactive account service management in support of business objectives and to achieve customer satisfaction. Develops and executes customer service strategy. Meets with customers frequently via phone, leads calls and Webex meetings, and meets customers in person on occasion. Engages in frequent email correspondence, discusses service levels and expectations, shared process improvements, discusses operation of benefits plans. Identifies gaps in service, determines root cause and develops an actionable solution. Engages with other Aetna departments in issue resolution and maintains a service log. The candidate will support client needs in multiple times zones. Responds to customers' requests for network analysis, benefit plan design changes, benefit questions, billing issues, member eligibility and claims. Collaborates with account management team to achieve growth/renewal activities including installation, plan set up, eligibility, billing and contract drafting by working proactively with support areas, signs off on ID cards. Manages member communications strategies for each customer.

Fundamental Components:
  • Assists with development and execution of customer service strategy:
  • Meets with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of benefits plans, identify gaps in service levels, determine root causes and develop solutions.
  • Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement.
  • Responds to customers’ requests for network analysis, benefit plan design changes, and benefit questions and clarifications.
  • Manages plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas; signs-off on ID cards.
  • Supports open enrollment activities.

Background Experience:
  • 3-5 years industry or customer service experience preferably with complex accounts.
  • 1-3 years health benefits industry, project management or customer service experience.
  • Insurance license, as required by state law.
  • Insurance license must be obtained within 60 days of employment.
  • College degree or equivalent work experience.
  • Industry experience is advantageous but not required if the candidate has the right professional work background.

Additional Job Information:
Preferred work locations: Houston/Sugar Land, TX; Dallas/Fort Worth, TX; San Antonio, TX; Austin, TX; Chicago, IL. We will consider candidates from other locations. This position is office-based.

Engage in the exciting world of account management in a leading sales and service organization. Learn international benefits with a focus on health plans. Opportunities for advancement abound for the right candidate. 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 for 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 and affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristic 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 were your voice can be heard.

Desired Skills:
General Business - Communicating for Impact, Service - Demonstrating Service Discipline

Functional Skills:
Customer Service - Customer Service - Member Services - Traditional products, General Management - Project management (non-IT), Sales & Service - Account Management

Insurance - Life and Health Insurance License

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.

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.


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