This position is an in-office opportunity in our Jacksonville, FL office. In order to be considered for this role, you must be within commuting distance to this location.
POSITION SUMMARY
As a Customer Service Representative, you will handle provider customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature. This is a unique opportunity to enter into a visionary and innovative new endeavor as a part of the creation of a new Provider Customer Service team supporting Consumer Business.
Fundamental Components of the Customer Service Representative position include, but are not limited to:
– Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors.
– Triages resulting rework to appropriate staff. Documents and tracks contacts with members, providers and plan sponsors.
– (*) Educates providers on our self-service options; Assists providers with credentialing and re-credentialing issues.
– (*) Handles incoming requests for appeals and pre-authorizations not handled by Clinical Claim Management
BACKGROUND/EXPERIENCE desired:
– Minimum of 12+ months of experience working in a Customer Service (preferably in a production-based setting such as a Call Center) environment is required.
– Healthcare, insurance, or medical experience is preferred, but not required.
EDUCATION
The minimum level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional – Customer Service/Customer Service – Member Services – Traditional products/1-3 Years
Functional – Customer Service/Customer service – production environment/1-3 Years
Functional – Customer Service/Call center monitoring & analysis – Inbound calls – call center location/1-3 Years
REQUIRED SKILLS
Service/Creating a Differentiated Service Experience/ADVANCED
Service/Handling Service Challenges/ADVANCED
Service/Providing Solutions to Constituent Needs/FOUNDATION
DESIRED SKILLS
Benefits Management/Interacting with Medical Professionals/FOUNDATION
Service/Working Across Boundaries/ADVANCED
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 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.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click hereto review the benefits associated with this position.
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