Customer Service – Aetna Answer Team Consultant

Bring your heart to Aetna Health. Every one of us at Aetna Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand – with heart at its center – our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ supports this purpose. We want everyone who works at Aetna Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

 

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Position Summary

Serves as a single point of contact on a client-facing team in a call center environment. Responds to client service requests and issues, including enrollment and billing, commissions, technical support, install/group administration, and all other routine customer service inquiries. Delivers first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial phone call/letter/email from the client.

 

Required Qualifications

– Work From Home.

– Prior Call center experience.

– Experience in use of process improvement and root-cause analysis methodologies preferred.

– Capability to develop technical acumen.

– Strong client-facing orientation.

– Demonstrated exceptional customer service skills.

– Demonstrated problem-solving skills.

 

Education

– High School Diploma or GED equivalent required.

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