Aetna Answer Team Consultant in Fresno, California
Req ID: 43816BR
To increase broker and general agent satisfaction and knowledge by efficiently delivering competitive services through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. Serves as a single point of contact on a broker/general agent facing team. Responds to broker/general agent service requests and issues pertaining to new business inquires, enrollment and billing, commissions, technical support and all other routine customer service inquiries. Delivers first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial phone call/letter/email from the broker/general agent.
Responds to moderately complex service inquiries and resolves broker/general concerns within an organized team. Resolves issues without or with limited management intervention. Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed customer satisfaction while educating constituents on Aetnas systems, policies, and programs. Investigates, analyzes, and resolves service requests and issues including, but not limited to new business enrollment and billing, commissions, technical support, and install/group administration. Coordinates efforts both internally and across departments to successfully resolve service issues. Accurately records telephonic and virtual customer interactions and follow-up. Supports plan administration activities, including underwriting, case installation, enrollment, plan set-up, eligibility, and billing by working proactively with support areas. Provides underwriting support for small group new business quotes Collaborates with colleagues and co-workers to deliver a world class customer experience. Produces timely and accurate quotes. Maintains phone quality and performance levels while working on broker-related projects or quotes. Takes responsibility for own self-development. Recommends areas where cross-training is needed. Understands the teams performance against measured service goals. Accepts ownership for individual and team results. Performs other related duties as assigned. Exhibits the following Employee Behaviors: We listen to and respect our customers and each other so we can act with insight, understanding and compassion. Trust and respect each other Be open to all voices and ideas Be supportive, caring and optimistic. We strive to deliver the highest quality and value possible through simple, easy and relevant solutions. Be passionate about the people we serve Set high expectations; be accountable Partner with others to improve our healthcare marketplace. We inspire each other to explore ideas that can make the world a better place. Anticipate the future and innovate Coach, mentor and continuously learn Be courageous and try new things. We do the right thing for the right reason. Honor commitments; keep our promises Behave ethically and act with integrity Communicate with candor
BACKGROUND/EXPERIENCE: Customer Service experience is required (at least one year, Call Center highly preferred) Knowledge of Aetna systems such as Salesforce, Producer World, SalesWeb, QRS, BAES, EBIT is preferred Problem solving skills are a must! Strong verbal/written communication skills are needed. Effective organization skills & ability to manage multiple skills. Ability to build relationships with internal & external constituents. Must be adaptable to frequent changing priorities.EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
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.
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