Aetna Sr Health Concierge in Chicago, Illinois

Req ID: 44665BR

No Telework; candidate needs to work full time from Chicago, IL office.

POSITION SUMMARY

The Senior Health Concierge is directly responsible for helping bswift meet and exceed client expectations by supporting our clients and their employees with our best-in-class HR software and services.

The Senior Health Concierge in the call center will serve as a point of contact by answering incoming calls from various clients related to healthcare benefits, life insurance benefits, disability plans and other human resource related services as well as provide support to other Call Center Representatives including mentoring, providing feedback, assisting with escalated phone calls and system and client training.

Fundamental Components:

Process transactions and resolve issues

Research customer requests and follow up with customers as needed

Assist in the coaching and mentoring of Customer Service Representatives

Provide regular customer service, system and client training to the Call Center

Assist Customer Service Representatives with escalated customer calls

Assist with lower level client facing escalations

Assist with company projects and administrative tasks

Fulfillment; mail merge

Other projects assigned as needed

BACKGROUND/EXPERIENCE desired:

3 + years Customer Service experience REQUIRED.

1-3 years Call Center experience is REQUIRED.

1-3 years experience coaching / developing employees experience is REQUIRED.

1+ year of experience working bswift accounts and systems in preferred

Must have strong verbal and written communication; must be conversational

Extremely resourceful and able to problem solve

Ability to provide exceptional customer service consistently

Schedule flexibility is required

EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

ADDITIONAL JOB INFORMATION

background cont'd

Must be able to display a positive attitude in a fast paced environment

Spanish speaking preferred/ Project management Skills

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 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.

Job Function: Customer Service