Aetna Health Concierge in Fresno, California

Req ID: 50267BR

POSITION SUMMARY

Provides targeted, personalized service based on a holistic view of the member, 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:

A Health Concierge answers questions and resolves issues as a single-point-of-contact based on phone calls from plan sponsors and members. We provide a customized interaction based on customer preference and individualized needs. Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate and responds quickly to meet customer needs and resolve problems while avoiding over-committing. A Health Concierge takes immediate action when confronted with a problem or made aware of a situation and identifies member needs beyond the initial inquiry by answering the unasked questions. Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service and works collaboratively with colleagues to deliver the best customer experience. 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 Aetna Navigator, Consultation Opportunities Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc). Through in-depth analysis, identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction. May participate in preparation and presentation of client specific presentations.

BACKGROUND/EXPERIENCE desired:

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.

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

TECHNOLOGY EXPERIENCES

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

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

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

REQUIRED SKILLS

Service/Demonstrating Service Discipline/ADVANCED

Service/Handling Service Challenges/ADVANCED

Service/Providing Solutions to Constituent Needs/FOUNDATION

DESIRED SKILLS

Leadership/Creating Accountability/FOUNDATION

Leadership/Driving a Culture of Compliance/FOUNDATION

Service/Creating a Differentiated Service Experience/FOUNDATION

ADDITIONAL JOB INFORMATION

Our Government Services team is hiring Health Concierge to support growth in our Public Sector & Labor membership. Customer Service is the important first-line of contact with customers, setting the tone for how members, doctors and plan sponsor groups view our company. It provides members with the right information at the right time to help them make better decisions about their health and health care. Must be able to work an 8-hour shift between 7:00 AM to 7:00 PM, Monday through Friday, schedules may rotate. Excellent attendance and punctuality are requirements of this position.

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