Aetna Plan Sponsor Liaison - Bilingual in Tampa, Florida

Req ID: 54962BR

Position Summary:

Aetna International team is hiring a Plan Sponsor Liaison (PSL) to serve as the Single Point Of Contact (SPOC) for the customers human resources (benefit coordinator, administrator, etc.) and respond, manage, and resolve escalated and complex global issues through collaboration with the operations team, account management and other Points of Contacts throughout the organization to identify plan-specific issues and implement action plans to address account performance. Analyze reports and account key performance measures to identify opportunities to improve service levels. Provide technical support to external and internal constituents on issues, products and systems. Provide ongoing education to operations staff on plan specific information. Participates in pre-sale finalist presentations and site visits. The role also includes support and self-service efficiencies through improved auto-adjudication, Aetna Voice Advantage, and Navigator. Performance Guarantees (PGs) and Key Performance Metrics (KPMs) are monitored and reported to the customer on a monthly & quarterly basis. Bilingual/Spanish candidate required.

Fundamental Components:

Solid understanding of Aetna plan benefits, eligibility, and claims systems. Successful candidates must have excellent communication (written and verbal), critical thinking, time management and organizational skills. The ability to influence constituents and represent a professional image of the company is critical.


Experience with claim/call center environment desired

Account Management experience and/or Plan Sponsor Service experience desired

Experience working with ACAS system required

Bilingual requirement - must be able to speak, read and write in Spanish


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

Functional Experiences:

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

Technology Experiences:

Technical - Operating Systems/Windows/1-3 Years/End User

Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User

Technical - Desktop Tools/Microsoft PowerPoint/1-3 Years/End User

Technical - Desktop Tools/Microsoft Word/1-3 Years/End User

Required Skills:

Leadership/Collaborating for Results/ADVANCED

Service/Creating a Differentiated Service Experience/FOUNDATION

Service/Handling Service Challenges/ADVANCED

Additional Job Information:

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.