Aetna Client Advocate Assoc Account in Amherst, New York

Req ID: 45106BR


Client Advocate & Business Communications Team

The Client Advocate Team acts as the entry point for all client operational questions. They are instrumental in the client relationship and ensuring that we are proactively addressing their needs.

Job Summary

Support service & administration of Meritain products to achieve client satisfaction and profitable growth.

Build relationship with assigned clients

Monitor activity and reporting for assigned book of business

Proactive & reactive support of client issues

Identify retention strategies and product enhancement to promote retention and organic growth.

Fundamental Components:

Fundamental Components & Physical Requirements include but are not limited to

Develops relationship and understand all operational aspects of assigned book of business.

Develops and executes customer product/plan administration: Meets with customers on a regular basis to discuss service levels and expectations, share process improvements, discuss operation of plans, identify gaps in service levels, determine root causes and develop solutions.

Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement.

Responds to customers requests for claim analysis, plan design review, and benefit questions and clarifications.

Collaborates with account management team to achieve growth/renewal objectives.

Supports all plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas.

Promotes Navigator usage and implements strategies to increase usage for products.

Notifies customers of Meritain Health policy changes, determining impact to customer and providing consultative support.


Background/Experience Desired

2+ years experience in relationship managing high profile clients.

Demonstrated partnership experience.

Healthcare experience preferred.

Operations background desired.

Demonstrated change management skills.

Project Management experience preferred.


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


Functional - Sales & Service/Account Management/1-3 Years

Functional - General Management/Project management (non-IT)/1-3 Years


Technical - Desktop Tools/Microsoft Outlook/1-3 Years/

Technical - Desktop Tools/Microsoft PowerPoint/1-3 Years/

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


General Business/Communicating for Impact/FOUNDATION

Service/Creating a Differentiated Service Experience/FOUNDATION

Service/Providing Solutions to Constituent Needs/ADVANCED


Service/Demonstrating Service Discipline/ADVANCED

Service/Handling Service Challenges/ADVANCED

Service/Improving constituent-focused Processes/ADVANCED


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 candidate'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