Aetna Customer Service Rep in Allentown, Pennsylvania

Req ID: 51733BR


To increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. Handles customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature.

Fundamental Components:

Answers questions and resolves issues based on phone calls/letters from providers Triage's resulting rework to appropriate staff Documents and tracks contacts with providers Explains providers and/or members rights and responsibilities in accordance with contract Educates providers on our self-service options Assists providers with credentialing and re-credentialing issues Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence or internal referrals Handles incoming requests for appeals and pre-authorizations not handled by Clinical Claim Management Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible Performs financial data maintenance as necessary Uses applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received. Maintains department established performance metrics at a meets or exceeds expectations level Works together as a team and apply the Aetna Core Values in day-to-day operations.


Experience in a production environment Customer Service experiences in a transaction based environment such as a call center or retail location preferred Ability to multi-task to accomplish workload efficiently Analytical skills Ability to maintain accuracy and production standards Technical skills Oral and written communication skills Problem solving skills Attention to detail & accuracy


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 - production environment/1-3 Years

Functional - Communications/Provider communications/1-3 Years

Functional - Administration / Operations/Data Entry/1-3 Years


Leadership/Driving a Culture of Compliance/FOUNDATION

Service/Creating a Differentiated Service Experience/ADVANCED

Service/Handling Service Challenges/ADVANCED


General Business/Maximizing Work Practices/ADVANCED

Service/Providing Solutions to Constituent Needs/FOUNDATION

Service/Working Across Boundaries/ADVANCED


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