Aetna Customer Service Rep in Gastonia, North Carolina

Req ID: 54833BR


Our customer service representatives are the first line of contact with customers. Our customers include members, hospitals, physicians, other insurance carriers and on occasion, attorneys. As a representative, they assist customers who contact our call center and provide service using the appropriate resources, tools and established guidelines. In addition, they may also make outbound calls to respond to the customer inquiry and/or received via internet, email or a written inquiry.

Fundamental Components:

Ideal Candidate Profile: 1-2 years of Customer Service or Call Center exp (Required) Knowledge of basic medical terminology or health care exp (Required) Demonstrated analytical and problem-solving skills Strong listening and interpersonal skills; skilled at developing and maintaining effective working relationships Effective verbal and written communication skills Strong attention to detail Effective keyboard skills; able to navigate within a computer/systems and/or use utilize various applications to answer customer inquiries. Previous experience in a windows-based computer environment preferred. Effective organizational skills and ability to manage multiple tasks. Experience in a production based environment. Ability to maintain accuracy and production standards.


Experience in a production environment.

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

Hospital or Medical Provider office based experience preferred, demonstrating understanding of insurance and billing practices.


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


Service/Demonstrating Service Discipline/FOUNDATION

Service/Providing Solutions to Constituent Needs/FOUNDATION


Looking for applicants from our local area or Gaston, Cleveland, Lincoln counties This is a challenging and complex position requiring 8 weeks of classroom training followed by on the-job mentoring. At Aetna, we have a set of core values and behaviors that each employee is expected to consistently live by. We expect all employees to continuously develop and actively identify new areas for learning and growing as well as use newly gained knowledge and skill on the job. These are the behaviors we are looking for to be successful: Attention to detail- need to concentrate on routine work details, follow detailed procedures and ensure accuracy in documentation and organization. Customer focus-ability to makes customers and their needs a primary focus of ones actions; demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer needs. Quality-ability to do work right the first time and maintain high standards of quality despite pressing deadlines or workload. Commitment to Task-ability to take responsibility and be accountable for actions and outcomes, persist despite obstacles, demonstrate dependability and a sense of urgency about getting results. Decision making and problem solving-ability to identify and understand issues, problems and opportunities; comparing data from different sources to draw conclusion and take action while exhibiting sound judgment. Contributing to team success- actively participate as a member of a team to move the team toward the completion of goals. Adaptability-remain open-minded to change in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements or cultures; adjusting to varying customer needs; change focus quickly as demands change; make changes when new information is presented.

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.