Aetna Bi-Lingual Customer Service Representative (Portuguese) in Sunrise, Florida

Req ID: 55422BR

POSITION SUMMARY

Aetna's global business, Aetna International is one of the worlds largest and most prominent providers of International Private Medical Insurance, with more than 800,000 members worldwide and a direct settlement network of over 125,000 hospitals and clinics. We are looking for people who are passionate about providing exceptional customer service and would like to be part of our member services team that supports the needs and care of our members around the world. 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.

FUNDAMENTAL COMPONENTS

The role of the Customer Service Representative is to be customer-focused, courteous, and empathetic.

As a service professional you will use your knowledge of plans, products and systems to provide information and resolve member issues. After an extensive training, you will be a keen problem solver who takes ownership of customer needs using your knowledge, expertise and passion to assist members in navigating and accessing healthcare anywhere in the world. Hours of operation are 24x7 365 days a year including weekends and all holidays. Must have excellent attendance. Candidates are eligible to earn quarterly performance bonuses.

BACKGROUND/EXPERIENCE :

  • Bi-Lingual: Fluent in Portuguese

  • Customer Service experience in a transaction based environment such as a call center; retail or production environment.

  • Strong communication and problem solving skills.

  • Empathy towards customers needs and concerns.

  • Strong computer navigation and typing skills.

  • Ability to manage multiple tasks in a transaction / high volume based environment.

  • Must be able to work varying shifts including nights, weekends and holidays.

  • Must be able to pass the required oral and/or written bilingual testing.

  • Background check will be conducted

EDUCATION

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

ADDITIONAL JOB INFORMATION

  • Proactively assess customer issues, circumstances, problems, expectations and needs.

  • Take ownership of each customer contact and partner with other departments to successfully resolve their issues.

  • Identify the customer needs beyond the initial inquiry by answering the unasked questions.

  • Resolve issues without or with limited management intervention.

  • Respond quickly to meet customer needs and resolve problems.

  • Be an advocate for the member and provide education to support their health.

  • Demonstrate proficiency with MS Office Suite and/or other business applications and strong keyboard navigation skills, are also required.

  • Be resilient and adaptable to changes in priorities, high call volumes business and customer

  • needs.

  • Will be able to multi-task to accomplish your workload efficiently.

  • Collaborate with colleagues and co-workers to deliver an exceptional customer experience for enhanced customer satisfaction and retention.

Other activities include providing claim status information, benefit coverage interpretation and plan eligibility.

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.