Aetna Senior Customer Service Representative in Phoenix, Arizona

Req ID: 41928BR

After hours Call Center; must have flexibility to work evenings, weekends and holidays.


Serves as the Senior Customer Service Representative in a Medicaid member services call center. Supports call agents through coaching, mentoring, troubleshooting, and the application of Medicaid member benefits knowledge.

Fundamental Components:

Serves as the Senior Customer Service Representative assisting call agents and call center management in a Medicaid health plan member services environment.

Serves as a subject matter expert to assist call agents in the proper and efficient handling of Medicaid member calls.

Supports the accurate entry of call information in the systems.

Supports coaching, mentoring, and knowledge transfer for call agents.

Serves as a coach to improve productivity and proficiency for newly hired staff members.

Performs duties to effectively resolve call escalation and other issues related to specific calls.

Properly researches and provides accurate information related to member calls.

Performs call quality monitoring activities and submits reports.

Collects and reports data.


Call Center experience is REQUIRED.

Experience with Medicaid, Medicare, and/or private health insurance environments or insured people interactions

Demonstrates ability to handle multiple assignments competently, accurately, and efficiently.

People skills, including coaching, mentoring, and training

Excellent computer skills


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


Functional - Customer Service/Customer service - production environment/1-3 Years

Functional - Customer Service/Customer Service - Member Services - Traditional products/1-3 Years

Functional - Customer Service//


Competitive salary, with attractive fringe benefits

Bonus plan

Shift premium pay

Excellent training programs

Free covered parking

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