Aetna Customer Service Team Lead in St Louis, Missouri

Req ID: 37737BR

This is an office based role in St. Louis, MO.

POSITION SUMMARY

Meritain Health, an Aetna company, has an opening for a Team Leader within our St Louis, MO location. This position handles customer service inquiries and problems via telephone, internet or written correspondence. Acts as a subject matter expert by providing training, coaching, or responding to complex issues. May handle escalated customer service inquiries and problems. Acts as end-to-end contact for callers experiencing claim and/or customer service problems.

Fundamental Components include but are not limited to:

Handles telephone and written correspondence from varied sources (providers, members, plan sponsors). Makes outbound calls if necessary for member/provider follow-up. Performs a wide variety of customer service related functions, including phone calls, written inquiries, out reach programs, and walk-ins. Explains customer/member specific plan of benefits along with member's responsibilities in accordance with contracted arrangements. Assists customer service representatives with complex issues to promote first call resolution. Documents and tracks all member contacts, events, and outcomes via appropriate systems. Works to enhance provider satisfaction while balancing interests of plan sponsor and member; keeps abreast of all network nuances. Accesses information from a variety of systems and references including contracting and network system. Educates providers on our self-service options. Monitors customer service representatives calls to ensure compliance with business quality standards. Assists management with special projects as assigned.

BACKGROUND/EXPERIENCE

Experience in a production environment. Claim processing experience. Customer Service experience in a transaction based environment. Demonstrated ability to handle multiple assignments competently, accurately and efficiently.

EDUCATION

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

FUNCTIONAL EXPERIENCES

Customer service - production environment/4-6 Years

1 year minimum of mentoring and training experience

TECHNOLOGY EXPERIENCES

Microsoft Outlook/4-6 Years/End User

Adobe Acrobat Suite v5/1-3 Years/End User

REQUIRED SKILLS

Leadership/Driving Change

Service/Handling Service Challenges

Service/Providing Solutions to Constituent Needs

DESIRED SKILLS

General Business/Maximizing Work Practices

Service/Creating a Differentiated Service Experience

Service/Working Across Boundaries

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.

Job Function: Customer Service