Aetna Health Concierge in Albany, New York

Req ID: 56586BR


A Health Concierge is the face of Aetna and impacts the member service experience by manner of how customer service inquiries and problems are handled. Provides targeted, personalized service based on a holistic view of the member's benefits, health information, and through engagement. Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence. Engages, consults and educates members by delivering individualized programs based upon the members unique needs and preferences. Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators usage and balances, and cost sharing.

Fundamental Components:

  • Answers questions and resolves issues as a single-point-of-contact based on incoming phone calls from plan sponsors and members.

  • Provide customized interaction based on customer preference and individualized needs.

  • Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with the Navigator, Consultation Opportunities Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).

  • Utilizes all relevant information to effectively influence member engagement.

  • Proactively assesses customer issues and anticipates their needs.

  • Based on the issues and customer needs, quickly determines if the member call should be extended.

  • Takes immediate action when confronted with a problem or made aware of a situation.


-Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

-Effective communication skills, both verbal and written

-Effective organizational skills and ability to manage multiple tasks.


The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.


Functional - Customer Service//1-3 Years


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


Service/Creating a Differentiated Service Experience/FOUNDATION

Technology/Leveraging Technology/FOUNDATION

Service/Handling Service Challenges/ADVANCED


The hours of operation are from 8:00 am to 6:00pm and shifts are based on business need.

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 candidates'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

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.