Aetna Customer Care Manager in Salt Lake City, Utah

Req ID: 38203BR

POSITION SUMMARY

The Application Support Analyst/ Customer Care position is with the Medicity Division of Aetna. This position acts as a single point of contact between Customer Support and our Healthcare clients to manage technical commitments, escalate issues and track support tickets in a timely and professional manner.

Fundamental Components:

Review and manage support tickets ensuring SLA compliance and timely, high quality communication with customers

Create, review and deliver end of month customer issue reports.

Manage escalated issues by reviewing and tracking support ticket status and provide timely updates to customers. Act as the central point of contact for Severity 1 events.

Collaborate with the call center, product specific escalation teams, and product\tool development teams to be able to provide clear, accurate communications on customer issues.

Coordinate meetings with the appropriate Medicity\Aetna resources on customers behalf as needed.

Escalates to key stakeholders both internally and externally to instill confidence that their issues are being handled and that the Customer Advocate has support from Medicity Executive management team on their behalf.

Manage and communicate commitments to customers with courtesy and a sense of ownership.

Work with the Tier III team to produce change control forms (CCFs) and drive them to completion by advocating to the change control board.

Assist with coordination of upgrades as required.

Work with the escalation management team to monitor the progress of feature requests\enhancements and\or software bugs identified.

Focus on building long lasting professional relationships with customers and be familiar with clients' architecture, infrastructure, and business goals.

Responsible for customer wide distribution of known issues e.g. system wide outages.

BACKGROUND/EXPERIENCE:

  • 3+ years experience in a client management or technical support role

  • Previous Healthcare Software experience related to trouble tickets is preferred

  • Excellent written and verbal communication skills

  • Ability to clearly articulate technical and business concepts.

  • Experience in setting realistic customer expectations when dealing with tight timelines and demanding clients.

    EDUCATION

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

    FUNCTIONAL EXPERIENCES

  • Customer Service/1-3 Years

    • Project Management/ 1-3 Years
  • Technical Support/ 1-3 Years

    ADDITIONAL JOB INFORMATION:

  • This position is office based in Salt Lake City, UT.

    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.

    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.

    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.

    Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Job Function: Information Technology