Aetna Answer Team Consultant in Jacksonville, Florida
Req ID: 40152BR
An internal Aetna employee will need to be office based role in one of the following offices: Jacksonville, FL, Allentown, PA, or Harrisburg, PA. Candidates external to Aetna will need to work in the Jacksonville, FL office.
The Aetna Answer Team is a dedicated, cross trained inbound call team, part of the Small Group Service Model. The Answer Team Consultant: serves as a single point of contact on a client-facing team, delivering first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial phone call or email from the client. If the consultant cant resolve the issue while the customer is on the phone, the consultant owns the issue until resolved and then closes issue with caller with a call back or an email. responds to client service requests and issues, including enrollment (status verification and processing urgent enrollments), accounts receivable and billing, eEnroll/eBilling technical support, case installation review and all other customer service inquiries without or with limited management intervention and by collaborating with colleagues, co-workers and the functional operations teams to successfully resolve service issues. Strong organizational skills are needed. The AAT call responsibility matrix has approximately 165 different call reasons on which a client may call the AAT.
Fundamental components include but are not limited to:
Responds to moderately complex service inquiries and resolves customer concerns within an organized team. Resolves issues without or with limited management intervention. Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/ or exceed customer satisfaction while educating constituents on Aetnas policies and programs. Investigates, analyzes, and resolves service requests and issues including, but not limited to enrollment and billing, commissions, technical support, and install/group administration. Coordinates efforts both internally and across departments to successfully resolve service issues. Accurately records telephonic and virtual customer interactions and follow-up. Supports plan administration activities, including case installation, enrollment, plan set-up, eligibility, and billing by working proactively with support areas. Leads resolution of service issues through partnership with functional operations team. Collaborates with colleagues and co-workers to deliver a world class customer experience. Identifies and implements process improvements. Maintains phone quality and performance levels while working on customer-related projects. Takes responsibility for own self-development. Recommends areas where cross-training is needed. Understands the teams performance against measured service goals. Accepts ownership for individual and team results. Performs other related duties as assigned. Demonstrated exceptional customer service skills. Strong client-facing orientation 85% of callers to the AAT are Brokers. 15% Plan Sponsors/Account Client Management. Capability to develop technical acumen. AAT Consultant has to access up to 50 different systems and web based repositories to service SG customer. Demonstrated problem solving skills. Issues, systems and processes can be complicated to resolve. After initial training, takes responsibility for own self-development. Initial training class is 13 weeks. Accepts ownership for individual and team results.
2-4 years recent and related experience is preferred
Demonstrated exceptional customer service skills is required
Strong client-facing orientation is required
Capability to develop technical acumen is required
Demonstrated problem solving skills are preferred
Experience in use of process improvement and root-cause analysis methodologies preferred
The minimum level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
Customer Service - Plan Sponsor - Eligibility - HMO/1-3 Years is required
Customer Service - Plan Sponsor - Eligibility - Traditional/1-3 Years is required
Customer Service - Plan Sponsor - Account Receivable/1-3 Years is preferred
ADDITIONAL JOB INFORMATION
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