Aetna Customer Service Rep in Phoenix, Arizona

Req ID: 55725BR


The Customer Service Representative (CSR) responds to calls from Medicaid members or providers who contact the Member Services. The CSR provides excellent customer service and works cooperatively with the call services team. Bilingual proficiency is a plus. Handles customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature. 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

Fundamental Components:

Experienced in a customer service call center environment. Proficient in the use of call center technology and associated software applications. Achieves call center performance standards and complies with regulatory requirements. Has an excellent attendance record, is punctual, and complies with the attendance policy. Has the ability to learn, retain knowledge, and proficiently apply the knowledge in the handling of calls. Speaks and writes very well. Pays close attention to details and enters information into the data system that is accurate and error free. Demonstrates the ability to be empathetic and compassionate during a call. Is assigned a standard 40 hour work week, M-F. Must get along well with others and is respectful at all times. Bilingual proficiency is a plus


Customer Service experiences in a transaction based environment such as a call center, preferred medical insurance, Customer Service, demonstrating ability to be empathetic and compassionate. Experienced in customer service call centers. Medicaid, Medicare, or health insurance experience preferred but not required or Customer Service experience of 1-3 years 40 hour standard work week. Speaks and writes well, and produces error-free work products.


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


Functional - Communications/Employee communications/1-3 Years

Functional - Customer Service/Customer Service - Member Services - HMO products/1-3 Years


General Business/Maximizing Work Practices/ADVANCED

Service/Handling Service Challenges/ADVANCED

Service/Demonstrating Service Discipline/FOUNDATION


Service/Providing Solutions to Constituent Needs/FOUNDATION

Benefits Management/Promoting Health Information Technology/FOUNDATION


Backfill Name: Shana Richards- A226621

Position#: 6090

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.