Aetna Account Coordinator-COBRA and Direct Billing in Grand Rapids, Michigan

Req ID: 52014BR


The Account Coordinator is responsible for performing all of the functions required to fulfill regulatory and client expectations on behalf of the COBRA, Retiree, and/or Leave of Absent participants. Provide client and customer service support to beneficiaries, clients and internal customers. Maintain current knowledge of required regulations.

Fundamental Components:

  1. Receive and manipulate, when needed, new qualifying event data files, import to billing system and generate appropriate output

  2. Verify output and system updates are accurate

  3. LOA and Retiree Billing

  4. Verify subsidy and severance

  5. Resolve member case Tickets

  6. Create and manage IT Tickets

  7. Receive and process COBRA and Retiree enrollments, ensuring the proper allocation of payments and the compliant and timely mailing of participant communications

  8. Maintain participant demographic and enrollment data in the billing and bswift systems, ensuring the two systems remain in sync.

  9. Manage and resolve participant inquiries (Phone, emails, mail, fax, case tickets)

  10. Maintain a positive and professional attitude when handling escalations from customers with complex questions, problems or who are irate

  11. Identify and report unusual activity such as higher than normal qualifying event volume or trends in participant questions

  12. Work closely with the Account Manager to prepare employee and employer communication documents, such as participant statements and/or reports

  13. Assist with ad hoc client projects as needed and assigned; be a positive influence and strong team member, offering to help others and seeking assistance when required


    1-3 years of data interpretation and analysis experience is REQURED.

    MS Excel experience is required.

    Extensive experience with databases as well interpretation and manipulation of related data.

    Healthcare background is preferred.

    Strong organizational skills and attention to details

    Knowledge of all types of managed care products

    Working knowledge of Microsoft Office products (Word, Excel, PowerPoint, Outlook) and Internet Explorer.

    Excellent verbal and written communication skills.


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


    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: Health Care