Aetna Senior Customer Service Representative in Phoenix, Arizona

Req ID: 46343BR


The Team Lead is accountable to leadership to support the day to day operations of the team. This position has no supervisory oversight of staff, but requires a solid understanding of the workflows, policies and procedures to ensure the team is producing at a successful level.

Fundamental Components:

Serve as a resource to team members.

Serve as a content model expert and mentor to the team regarding practice standard, quality of interventions, problem resolution and critical thinking.

Act as a role model for the Aetna values, particularly regarding company policies on confidentiality.

Well organized and able to prioritize tasks.

Support a positive work environment that promotes the concept of teamwork.

Support Supervisor as directed.

May have responsibility for their own case load work.

Respond to issues and inquiries as needed.


Ability to mentor and support staff to meet business needs.

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

Time efficient and highly organized.

Exceptional communication skills.

Familiarity with basic medical terminology and concepts used in care management.

Computer literacy in order to navigate through computer systems including Word and Excel.


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


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

Functional - Customer Service/Customer Service - Outbound calls - survey administration/1-3 Years

Functional - Administration / Operations/Document production & distribution/1-3 Years


General Business/Maximizing Work Practices/ADVANCED

General Business/Communicating for Impact/FOUNDATION

Service/Handling Service Challenges/ADVANCED


Service/Demonstrating Service Discipline/ADVANCED

Service/Providing Solutions to Constituent Needs/ADVANCED

Service/Working Across Boundaries/ADVANCED

Telework Specifications:

Eligible for Telework (WAH) after training. Must work from Phoenix office for training period.


Integrity, Excellence, Caring & Inspiration are our values for the people we serve.

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