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Aetna Customer Service Representative in Phoenix, Arizona

Req ID: 65884BR

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 daytime job. Preference for bilingual (Spanish).

Shift Hours: 2nd shift: 8 hours between 2:55pm-11:55pm

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 system.

  • Proficient at listening and speaking.

  • Has excellent writing 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 standards.

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

  • Demonstrates appropriate behaviors with members and with colleagues.

Qualifications Requirements and Preferences:

  • Minimum of two years in a customer service call center environment.

  • Attendance and reliability are required to be successful in this position.

  • Demonstrated ability to achieve performance standards.

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.