Aetna Senior Client Advocate- National in Phoenix, Arizona

Req ID: 55284BR

POSITION SUMMARY

Build relationship with assigned clients and develop credibility though effective interactions and follow through on commitments. Present creative solutions and suggestions in a positive manner. Identify and facilitate cross-functional solutions to service issues and work collaboratively with internal partners.

Fundamental Components:

Spends time face to face with clients when appropriate and necessary professionally representing Meritain in the market place. Articulates how products and services can contribute to client/producers long term strategy.

Presents Creative solutions and suggestions in a positive manner

Identifies and facilitates cross-functional solutions to service issues and works collaboratively with internal partners

Supports all plan administration activities, including successful onboarding of new clients, plan set-up, eligibility, billing and drafting by working proactively with support areas

Proactively conducts trend analysis of service data to identify opportunities to improve client service levels.

Mentors staff and provides leadership support

Participates in assigned projects to support business strategy

Delegate work and tasks when appropriate

Demonstrates Customer Focus

Build relationship with assigned clients and develops credibility though effective interactions and follow through on commitments.

Monitor activity and reporting for assigned clients, Identifies trends and potential improvement opportunities.

Acknowledge client inquiries within one business day.

For complex inquiries requiring more than one business day to resolve, ensure the client is regularly updated on the status and set appropriate expectations regarding resolution.

Identify retention strategies and product enhancements. Works with Product development and internal departments to develop ideas.

Anticipates questions from clients through increased understanding of the clients needs and how their plan performs. Develop strategies to improve the customer experience/impact.

BACKGROUND/EXPERIENCE desired:

5+ years account management or industry experience.

EDUCATION

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

FUNCTIONAL EXPERIENCES

Functional - Claims/Claim processing - Medical or Hospital- HMO/1-3 Years

Functional - Claims/Claim processing - Pharmacy/1-3 Years

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

ADDITIONAL JOB INFORMATION

This position is highly impactful to our customers. Working on the National segment will allow this candidate to work on noteworthy clients while also mentoring and leading others on the team.

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.