Aetna COBRA Account Manager in Grand Rapids, Michigan

Req ID: 54247BR


The Billing Services Account Manager is the primary bswift point of contact for COBRA/Retiree/LOA billing clients and the owner of assigned accounts responsible for ensuring the timely and high quality completion of all activities and communications required to maintain compliant plans and to create raving fans

Fundamental Components:

You will be the primary point of contact with assigned clients related to their outsourced benefit billing services, anticipating and fulfilling their needs in order to exceed their expectations. You will own quality and timeliness of all processes and communications for your assigned accounts as required to maintain a compliant plan and a delighted client. Key Responsibilities include but are not limited to:

--Acquiring rate, plan, division and other plan information and maintain data in the billing system as requirements change.

--Proactively identify, research, and correct discrepancies between the bswift Enrollment and Billing systems.

--Ensure all processes are completed on time and correctly, including file loads, new plan and rate acquisition and information required to support new entities acquired by our clients.

--Be accountable for ensuring a timely and high quality Open Enrollment for billed member populations.

--Ensure any custom processes agreed to with clients are fulfilled as expected.

--Identify potential or actual problems and ensuring their resolution prior to negative customer impact.

--Ensure all reporting and payments made to assigned clients are accurate and timely.

--Support account coordinators and ensure the timely and high quality completion of their work done to support your accounts.

--Triage client tickets and/or questions (email and voicemail) within 24 hours; maintaining ownership from initial customer.

--Assist call center reps and account coordinators with escalated calls, taking responsibility for the call where appropriate to ensure client satisfaction.

--Fully understand COBRA regulations and ensure plans remain fully compliant.

--Research and respond to appeals, complaints, disability extension requests and other specialized communications from clients or participants.

--Know internal processes and systems and proactively identify and drive continuous improvement of quality and efficiency.

--When issues occur, get to the root cause of the problem and take action to ensure it is resolved.

--Plan and execute testing of changes in Enrollment and Billing systems to ensure quality prior to implementing with clients.


--3+ Years of direct client and/or analyst experience preferred

--Must be proficient in Excel (VLOOKUP, Pivot Tables, basic functionality)

--Strong written/verbal communication skills and the ability to communicate with both technical and non-technical personnel; ability to listen, clarify and respond well to questions


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


Functional - Customer Service/Customer Service - Plan Sponsor - Eligibility - Traditional/1-3 Years

Functional - Customer Service/Customer service - transaction based environment/1-3 Years

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


Technical - Desktop Tools/TE Microsoft Excel/1-3 Years/End User

Technical - Reporting Tools/Crystal Reports / Crystal Enterprise/1-3 Years/End User

Technical - Desktop Tools/Microsoft Word/1-3 Years/End User


Sales/Knowing Customers/FOUNDATION

Service/Handling Service Challenges/ADVANCED

Technology/Leveraging Technology/FOUNDATION


Leadership/Driving a Culture of Compliance/ADVANCED

Service/Creating a Differentiated Service Experience/FOUNDATION

Telework Specifications:

Option for occasional telework will be evaluated after a certain period of employment; however role is primarily office-based.


Excellent opportunity to play a key customer-facing role within a dynamic and rapidly growing employee benefits company. Collaborative work environment with focus on teamwork.

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.

Job Function: Customer Service

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.