Aetna Account Manager/Rentention Specialist in Sandy, Utah

Req ID: 55518BR


We are looking for a candidate in the local, Salt Lake City, UT or Sandy, UT market to serve as a champion and manage the Medicare Member Experience suite of initiatives. The Account Manager/Retention Specialist position will focus on the identification, planning, and successful implementation and localization of the Member Experience operating plan initiatives.

Fundamental Components:

Core Initiatives:

Address and resolve trends related to CTMs, Appeals, Grievances, etc.

Support local Medicare Stars and CAHPS improvement efforts

Working and following-up on local member issues

Work with local organizations and businesses to explore and recommend partnership opportunities

Development of local Member Retention materials and member event materials

Collaboration with local sales team on member meetings and Health Fairs

Fitness education outreach initiatives

Disenrollment management working toward assigned matrix for retention

Manage local Brand Ambassador program

Support and manage several pilot program opportunities at the local market.

Participate in local community organizations to acquire knowledge and insight regarding the needs of our members

Review informational material to be distributed to members

Develop, recommend and implement outreach strategies to Medicare members as needed


Demonstrated strategic & critical thinking skills as well as roll up your sleeves action

Good communication skills including written, verbal, and presentation

Ability to work independently, honor commitments and collaborate with team members to create a remarkable member experience

Ability to influence diverse teams & build strong relationships

Strong customer service and interpersonal skills

Knowledge of Medicare Advantage

Active Health and Life Insurance License or ability to obtain a plus


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


Functional - Customer Service//4-6 Years

Functional - Project Management//4-6 Years


Leadership/Collaborating for Results

Sales/Knowing Customers

Service/Demonstrating Service Discipline


General Business/Managing Sales Relationships

Telework Specifications:

Preference is for employee to reside r in Salt Lake City, UT or work out of the Sandy, UT office.


Ability to articulate and promote a vision

Experience managing matrixed staff with ability to leverage non-direct reports to complete tasks

Strong social expertness (the ability to build genuine relationships and bonds and express caring, concern in healthy ways)

Service orientation (the desire to help others)

Develop a mutually beneficial working relationship with various clients by consulting on the operational design and implementation of the Member Experience initiatives

Anticipate customer needs and act as the voice of the customer, providing recommendations based on customer needs or impacts to the customer during product and network changes

Establish and nourish relationships with Medicare Stars and local market/sales teams

Advocate for the member and collaborate internally to drive resolution of complex issues impacting the member experience

Learn about, visit, understand and stay current with service operations, collaborating to achieve member experience improvements.

Strong project management, time management, and organizational skills

Must be able to deal compassionately with Medicare beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience

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.