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Aetna Customer Service Representative (Second Shift) in Phoenix, Arizona

Req ID: 64213BR

Job Description

The Customer Service Representative (CSR) works in the Medicaid Member Services Centralized Call Center. The CSR responds to inbound calls from Medicaid members and provides excellent customer service. This is not a day job. Preference for bilingual (Spanish).

Fundamental Components included but are not limited to:

  • Provides professional customer service to Aetna Medicaid members.

  • Researches and provides accurate information in response to member questions and inquiries.

  • Timely and accurately documents each call into the data systems.

  • Proficient at listening and speaking.

  • Has excellent writing, grammar, and punctuation skills.

  • Has excellent keyboarding skills.

  • Pays close attention to details and meets deadlines.

  • Meets call center standards and performance metrics.

  • Achieves or exceeds quality assurance monitoring standards.

  • Has an excellent attendance record at all times, including being punctual each work day.

  • Demonstrates appropriate behaviors with members and with colleagues.

Qualifications Requirements and Preferences:

  • At least two years in a customer service call center environment.

  • Steady employment and minimal job changes during the past five years.

  • Possesses good attendance record.

  • Demonstrates ability to achieve performance standards.


Functional Skills:

Customer Service - Customer Service - Member Services - HMO products

Additional Job Information:

  • Ability to multi-task to accomplish workload efficiencies.

  • Understanding of medical terminology helpful.

  • Knowledge of Medicare, Medicaid, and health insurance helpful and preferred.

  • Proficiency in problem solving on behalf of the member/customer.

Benefit Eligibility

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

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.