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A new day in healthcare. Together, CVS Health and Aetna help people on their path to better health.

Client Advocate 1

Primary Location: Tampa, Florida
Additional Locations: FL-Tampa
Customer Service is the important first-line of contact with customers,
setting the tone for how members, doctors and plan sponsor groups view
our company. It provides members with the right information at the right
time to help them make better decisions about their health and health care.

Fundamental Components:
Develops and executes customer product/plan administration: Connects with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of 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 claim analysis, plan design changes, and benefit questions and clarifications
Collaborates with account management team to achieve growth/renewal objectives; assists in preparation and delivery of renewal packages
Supports all plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas
Manages open enrollment activities Promotes Navigator usage and implements strategies to increase usage for products Notifies customers of Aetna policy changes, determining impact to customer and providing consultative support Supports scheduling of customer meetings and preparation for these meetings.

Background Experience:
1-3 years of client service experience.
Bachelor's degree or equivalent work experience.

Additional Job Information:
Valid driver’s license in good standing.
Demonstrated ability to consult strategically on broad HR initiatives.
Overnight travel as needed.
Excellent project management, organizational and presentation skills.
Strong team player, able to handle multiple assignments and responsibilities simultaneously.

Required Skills:
General Business - Communicating for Impact, Service - Demonstrating Service Discipline, Service - Providing Solutions to Constituent Needs

Desired Skills:
General Business - Consulting for Solutions, Leadership - Collaborating for Results, Service - Creating a Differentiated Service Experience

Functional Skills:
Customer Service - Customer Service - Member Services - Traditional products, Sales & Service - Self insured/stop loss products

Technology Experience:
Desktop Tool - Microsoft Outlook, 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 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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