Req ID: 35143BR
JOIN OUR GROWING TEAM Please note that there are multiple opportunities currently available for this exciting Customer Service Representative opportunity at Aetna in our New Albany, OH office!POSITION SUMMARYWe are currently recruiting top talent for our next class of Customer Service Representatives (CSR) in our Medicare Customer Service group located in New Albany, Ohio. Aetna Medicare Customer Service delivers innovative, proactive and compassionate service that exceeds our members expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. Excellent attendance and punctuality are requirements of the Customer Service Representative position. CSRs are assigned 8 hour shifts that may rotate as business needs dictate. CSRs must have the flexibility to work any time during the office hours of 8:00am to 6:00pm EST. At times, overtime including weekends may be required as business needs dictate. Please note that this is an in-office position.Fundamental Components of the Medicare Customer Service Representative (CSR) position include, but are not limited to:Customer Service Representatives answer inquiries from our Medicare Advantage members via inbound calls, internet inquiries, and written correspondence. CSRs must be able to deal compassionately with Medicare beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience. CSRs participate in ongoing training and engage in self-development. The CSR must be able to work independently, honor commitments to our members, and collaborate with team members to create a remarkable member experience. The position requires the ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members. Passion for providing exceptional customer service, effective verbal and written communication skills, and willingness to adapt to a changing environment are critical to success in this role. Prior experience providing customer service to the senior population, knowledge of medical terminology, or experience with health insurance plans is preferred. Bilingual proficiency in Spanish is a plus.BACKGROUND/EXPERIENCE desired:1-3+ years of Customer Service experience in a transaction based environment such as a call center or retail location preferred strongly preferred. Current or recent professional experience in a production environment strongly preferred.EDUCATIONThe minimum level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.FUNCTIONAL EXPERIENCESFunctional - Customer Service/Customer Service - Member Services - HMO products/1-3 YearsFunctional - Communications/Member communications/1-3 YearsTECHNOLOGY EXPERIENCESTechnical - Desktop Tools/Microsoft Outlook/1-3 Years/End UserTechnical - Desktop Tools/Microsoft Word/1-3 Years/End UserREQUIRED SKILLSGeneral Business/Maximizing Work Practices/ADVANCEDService/Creating a Differentiated Service Experience/ADVANCEDService/Providing Solutions to Constituent Needs/FOUNDATIONDESIRED SKILLSService/Demonstrating Service Discipline/FOUNDATIONService/Handling Service Challenges/ADVANCEDService/Working Across Boundaries/ADVANCEDADDITIONAL JOB INFORMATIONAetna 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.
Job Function: Customer Service