Aetna Medicare Customer Service Concierge in Plymouth, Minnesota

Req ID: 54521BR

Allina Health and Aetna are building a team to support a new joint business venture. Allina Health | Aetna is a jointly owned health plan company that will rethink, reimagine and redefine the health care system to reward value more than volume and help create quality outcomes and healthy days for Minnesotans.

POSITION SUMMARY

Allina Health and Aetna are building a team to support a new joint business venture. Allina Health | Aetna is a jointly owned health plan company that will rethink, reimagine and redefine the health care system to reward value more than volume and help create quality outcomes and healthy days for Minnesotans. Together, we are working to create a differentiated member experience in the Twin Cities and surrounding area.

We are seeking a Medicare Customer Service Concierge (Member Advocate) to help develop and staff our in-person customer service model, enhance member engagement and retention, and build our plans community presence.

Fundamental Components:

Key responsibilities include, but are not limited to, the following:

Lead final design and initial implementation of Allina Health | Aetnas in-person concierge customer service program.

Define and track program success metrics and make recommendations for improvement.

Serve as the in-person member advocate for Allina Health | Aetna Medicare enrollees.

Engage with members around complex issues predominantly in person but also via electronic media.

Drive member engagement and retention by delivering a positive member experience through all external interactions.

Support community development, member education, and other activities as directed by the Medicare General Manager and as customer service demands allow. Examples may include annual member meetings in the spring, Annual Notice of Change (ANOC) meetings in the fall, and/or strategizing locations/topics/audiences for other member events.

Support the Medicare sales team through analysis of member data and retention needs, including collaboration with Broker Managers on priorities to mitigate lapses.

Serve as a subject matter expert to the member experience committee.

Provide accurate, timely and insightful analysis in response to ad hoc requests.

BACKGROUND/EXPERIENCE desired:

1 3 years related work experience

Proven communication skills, both written and verbal

Customer Service experience preferred

Medicare knowledge preferred

EDUCATION

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

FUNCTIONAL EXPERIENCES

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

REQUIRED SKILLS

Service/Case Administration/FOUNDATION

DESIRED SKILLS

Service/Demonstrating Service Discipline/FOUNDATION

Sales/Knowing Customers/FOUNDATION

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 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: Sales and 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.