Aetna Second Shift Sr. Customer Service Rep in Phoenix, Arizona

Req ID: 39147BR

Please note that this exciting role within the Aetna After Hours Department is a full-time Second Shift Position.

This is an office based role in Phoenix, AZ.

POSITION SUMMARY

Serves as a senior customer service representative in a Medicaid member services call center. Assists customer service representatives while they respond to calls from Aetna Medicaid health plan members. Provides coaching, training, and quality assurance support. Seeks to provide excellent support to Medicaid member callers and to their health plans.

Fundamental Components include but are not limited to:

Serves as a senior customer service team lead in a Medicaid call center located in Phoenix, Arizona. The Senior Customer Service Representative (CSR) will work with other Senior CSRs in an inbound call center that operates 7 days a week, including holidays. The Senior CSR will have a standard work week, 40 hours. This is a non-exempt position. Keeps the supervisor and other management informed of relevant issues. Proficiently assists call agents while they handle multiple calls on various health insurance-related issues. Researches and provides accurate and timely responses to support member call inquiries. Trains, coaches, and supports a highly functional and high quality call service response team. Collects performance data and supports the department in the quality assurance/quality improvement department function. Supports and updates department documentation and other resources to assist in providing accurate information to callers. Participates in the department appeals and calibration meetings. Complies with all Aetna and department requirements. Performs all other duties as required.

BACKGROUND/EXPERIENCE

-Experience in a customer call center environment assisting callers

-Assists call center staff in providing accurate information in an efficient manner

-Demonstrated ability to handle multiple assignments competently, accurately and efficiently

EDUCATION

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

FUNCTIONAL EXPERIENCES

Customer service - production environment/1-3 Years

1-3 years of call center experience is required

Prior healthcare experience is preferred

Prior experience in a leadership role is preferred

ADDITIONAL JOB INFORMATION

Competitive salary, with extensive fringe benefits Bonus plan Shift premium pay Excellent training programs Free covered parking.

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.

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 candidate'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