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Customer Service Rep

Aetna • Jacksonville, FL

Posted 27 days ago

Job Snapshot

Full-Time
Insurance

Job Description

POSITION SUMMARY
The role of the Customer Service Representative is to be a customer-focused, courteous, empathetic, service professional, who effectively uses knowledge of plans, products, procedures and systems to provide information and resolve issues, resulting in enhanced customer satisfaction and retention. The Customer Service Representative position is Aetnas window to our members, providers, physicians and hospitals. As a Customer Service Representative, the image you project over the telephone and how you handle the callers situation is the publics perception of Aetna.. We provide a human connection when it is needed most.

Fundamental Components:
As a Customer Service Representative you would:
Proactively assess customer issues, circumstances, problems, expectations, and needs
Take ownership of each customer contact and partner with other departments to successfully resolve their issues
Identify the customer needs beyond the initial inquiry by answering the unasked questions
Resolve issues without or with limited management intervention
Respond quickly to meet customer needs and resolve problems without over-committing
Provide education to support the members health
Other activities include providing claim status information, benefit coverage interpretation, and plan eligibility.
Collaborate with colleagues and co-workers to deliver an exceptional customer experience.

BACKGROUND/EXPERIENCE desired:

Experience in a production environment.
Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
Strong communication and problem solving skills
Empathy towards customers needs and concerns
Strong computer navigation and typing skills
Ability to manage multiple tasks in a transaction / high volume based environment
Two year degree preferred, but not required

EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

LICENSES AND CERTIFICATIONS
Customer Service/ is desired

FUNCTIONAL EXPERIENCES
Functional - Customer Service/FE Customer Service - Provider - Traditional/1-3 Years
Functional - Customer Service/Customer service - transaction based environment/1-3 Years

TECHNOLOGY EXPERIENCES

Technical - Desktop Tools/Microsoft Outlook/1-3 Years/

REQUIRED SKILLS
Service/Creating a Differentiated Service Experience/ADVANCED
Service/Providing Solutions to Constituent Needs/FOUNDATION
Service/Demonstrating Service Discipline/FOUNDATION

ADDITIONAL JOB INFORMATION

Our work environment is engaging and diverse. Employees are encouraged to satisfy professional ambitions, take pride in their contributions and share in our success

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. What we do will benefit 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 & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics 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 where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates'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.

Aetna is an Equal Opportunity, Affirmative Action Employer

Job ID: 56856BR
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