Aetna Customer Service Representative - Bilingual in Sunrise, Florida

Req ID: 43898BR

POSITION SUMMARY:

Bilingual proficiency in Spanish and/or Portuguese is required.

Handles customer service inquiries and problems via telephone, internet or written correspondence. Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures. Acts as a subject matter expert by providing training, coaching, or responding to complex issues. May analyze and adjudicate claims. We are currently recruiting top talent to join our Aetna International (AI) Americas team (Bilingual REQUIRED). AI Customer Service delivers innovative, proactive and compassionate service that exceeds our member expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. If hired, your primary responsibility will be to increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Fundamental Components:

CSR must be able to deal compassionately with members on a one-on-one basis, focusing on their needs through careful listening and patience. CSR participates in ongoing training and engage in self-development. Must be able to work independently, honor commitments to our members and collaborate with team members to create a remarkable member experience. The position requires the ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members. You will access information from a variety of systems and references including AI's own state of the art member website. You must be able to provide high quality member focused service using knowledge of plans, products, systems and procedures resulting in enhanced member satisfaction and retention. Your position requires you to answer questions and resolve issues based on phone calls from members, providers and occasionally from plan sponsors all over the world. Passion for providing exceptional customer service, effective verbal and written communication skills and willingness to adapt to a changing environment are critical to success in this role. Prior experience providing customer service, knowledge of medical terminology or experience with health insurance plans is preferred. You will identify service trends and initiate appropriate action to resolve problems. Overtime is requested at times.

Bilingual proficiency in Spanish and/or Portuguese is required.

BACKGROUND/EXPERIENCE desired:

Experience in a production environment.

Customer Service experiences in a transaction based environment such as a call center or retail location preferred.

EDUCATION:

The highest 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

TECHNOLOGY EXPERIENCES:

Technical - Computer Operations/System and Console Operations/1-3 Years/End User

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

REQUIRED SKILLS:

Service/Demonstrating Service Discipline/FOUNDATION

Service/Handling Service Challenges/ADVANCED

Service/Working Across Boundaries/ADVANCED

DESIRED SKILLS:

Benefits Management/Interacting with Medical Professionals/FOUNDATION

Service/Creating a Differentiated Service Experience/ADVANCED

Service/Providing Solutions to Constituent Needs/FOUNDATION

ADDITIONAL JOB INFORMATION:

Positions will be located in Sunrise, FL and based on our business model (24/7), there is a need for CSRs to work 2nd and 3rd shifts. The start date for training is in late August and no time off is allowed during the training period.

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