Aetna, Aetna Work From Home Jobs Salary #Apply Today ( Customer Service Representative )
Hiring Organization: Aetna
Post Name: Customer Service Representative
Qualification: Graduate
Industry: Private
Employment Type: Full Time
Work Hours: 8 Hours
Salary: $20-$30/Hour
Location: Fort Lauderdale, FL
Full Jobs Description
Health Concierge is the face of Aetna, providing focused and personalized service based on a holistic view of member, benefits, health information and engagement. Handles customer service questions and issues via telephone, internet, online chat or written correspondence. Engages, advises and educates members based on the unique needs, preferences and understanding of Aetna plans, tools and resources to help members navigate a clear path to care. Uses resources to help customers understand aspects of Aetna products, including claims, batteries, usage and balances, and cost sharing. Answers questions and resolves issues through a "single point of contact" based on calls, plan sponsors, PSS/ISO, members and providers. Delivers personalized communications based on customer preferences and individual needs, creating an emotional connection with our members, fully understanding and engaging the member.
Aetna, Aetna Work From Home Jobs Salary #Apply Today ( Customer Service Representative )
- Fully understands the member's needs, building a trusting and caring relationship with the member. Anticipate customer needs.
- Provide the customer with relevant information to answer unasked questions, such as more information about plans, benefit plans, member self-service tools, etc.
- Uses a customer service threshold framework to make financial decisions to resolve member issues. Educate and assist customers on various benefits plan information components and available services designed to improve the overall customer service experience within the company (ie assistance with member self-service tools, consultation options - easy steps, maintenance costs, Natural Options program, etc.) . ).
- Uses all relevant information to effectively influence member engagement.
- Acts immediately when faced with a problem or becomes aware of a situation.
- Responsible for all customer contact to resolve their issues and connect them to additional services as needed.
- Identifies member needs beyond the initial survey by answering unasked questions. Solves problems with little or no administrative intervention.
- Provides members with education that supports them in managing their health.
- Respond quickly to meet customer needs and resolve issues while avoiding overcommitment.
- Other functions may include: submitting application information, interpreting benefit coverage, and explaining plan eligibility.
- Processes deal with filing claims, transferring new claims and, if necessary, escalating issues through the complaints and appeals system. Initiates target/welcome calls to ensure constituent expectations are met or exceeded.
- Identifies trends and potential emerging customer service issues and strives to develop solutions to address potential issues and/or design interesting features to improve understanding of benefit plans and increase member satisfaction after enrollment.
- Collaboration with other departments to make client-specific presentations.
- Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvements aimed at improving overall service delivery.
- Collaborates with colleagues to deliver the best customer experience Strives to understand the customer, including circumstances, problems, expectations and needs. Asks probing questions to identify the customer's basic needs.
- Drives conversations appropriately to explore opportunities to expand customer engagement.
- Directs members to appropriate health resources Provides options when needed.
- Works with the client's interests in mind and is at the center of every communication.
- Collaborates with colleagues and partners to deliver a world-class customer experience. Acts as an SME providing technical assistance as needed for call related issues, products and/or delivery of system applications.
- Able to participate in the preparation and presentation of client-specific presentations.
- Can track and trend information.
- Trains, educates and assists in the development of call center staff as needed.
- Participates in and/or leads service special projects/initiatives as needed. Provides technical or subject matter knowledge of policies, procedures and operational applications/system tools as needed.
- Provides internal quality assessments.
- Provides appropriate support for third party audits as needed.
- Document and track all customer contacts, events and outcomes using appropriate systems and processes.
Aetna, Aetna Work From Home Jobs Salary #Apply Today ( Customer Service Representative )
