Provider Customer Service Representative

Description:

• Answering questions and resolving issues based on incoming calls from providers
• Researching issues using multiple applications to assist providers
• Providing customers with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, provider self-service tools, etc.
• Maintain department established performance metrics at a meets or exceeds expectations level
• Working together as a team and applying the Aetna Core Values in day-to-day operations
• Creating a Differentiated Service Experience
• Demonstrating Service Discipline

Requirements:

• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred
• Strong communication and problem-solving skills
• Strong computer navigation and typing skills
• Ability to manage multiple tasks in a transaction / high volume-based environment
• Familiarity with Microsoft Office products
• Excellent customer service and critical thinking
• Secure, private home office location where PHI/PII information is not visible or overheard by others
• High speed internet access (100 mbps or higher)
• Consistent, reliable connection is required
• Home office location must be set up with a direct connection to the router (Wi-Fi is not allowed)

Benefits:

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs including wellness screenings, tobacco cessation, and weight management programs
• Confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access