Aetna Customer Service Representative #54514BR in Farnborough, United States
Req ID: 54514BR
About Aetna Aetna are a leading diversified health care benefits company, serving an estimated 44 million people. We offer industry-leading information, tools and resources to help people achieve their best possible health. A Fortune 100 company, Aetna is the third largest health care benefits company in the United States. Aetna s global business, Aetna International, is one of the world s largest and most prominent providers, with more than 650,000 members worldwide and a direct settlement network of over 125,000 hospitals and clinics. Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare across the globe. 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. As well as some excellent benefits and a fantastic working environment, we will give you the space to grow and provide you with opportunities to learn new skills to keep you developing personally and professionally. Join us and help turn health ambitions into achievements. Our missionThe global operations team is responsible for delivering world-class service to our members, internal customers and providers. We are the face of Aetna and provide 24x7 global support, front line customer services, claims and product expertise. We believe that the secret to a positive member experience is the investment in our people and culture. Our aim is to communicate with our customers on their terms, through local teams, in local languages. We want to know our customers, own our relationships with them, predict their needs and meet them proactively. We ensure our members get the healthcare they need with maximum value. Job SummaryCustomer Representatives operate within our multi-channel Customer Centres to respond to customer requests and support customers with the administration of their insurance plan, enabling them to access healthcare anywhere in the world or to be reimbursed for medical costs they have already paid. Customer Representatives will proactively identify opportunities to preauthorise tests, investigations and treatment for our customers to remove the financial burden of healthcare, at any time of day or night. Customer Representatives are naturally caring and empathetic but also keen problem solvers who take ownership of customer needs using their extensive knowledge, training, expertise and passion to navigate customers through their healthcare journey. Responsibilities of the Role As a Customer Representative you will: · Develop knowledge, skills and experience in a variety of Operational disciplines and processes · Display fantastic oral and written communication skills· Establish relationships with internal and external customers· Act proactively, take ownership of problems and be empowered to take actions to resolve· Be resilient and adaptable to changes in priorities, distressed customers or high volumes· Deliver an experience, not just a service Responsibilities will include: · Responding to inbound and outbound telephone calls and emails· Explaining plan benefits and relating them to the customer enquiry· Supporting customers with online account management · Case Manage preauthorisation of tests, investigations, treatment and even emergency evacuation· Tracking, monitoring and resolving claims· Ensuring compliance with international policies, practices and procedures· First line complaint resolution Background/Experience/Education · Educated to minimum A-level or equivalent qualification / experience· Experience in an insurance and/or healthcare environment is beneficial but not necessary as full training · Demonstrable success in a customer facing role for minimum of 2 years· Intermediate IT skills· Fluent written and spoken English with second language being desirable Personal Attributes You ll need to demonstrate the following: · Outstanding communication skills across both telephone and email channels· An ability to solve complex challenges· Self-motivation with an ability to work on your own initiative· A passion for providing outstanding customer experience· Effective collaboration and team working· High levels of organizational skills with the ability to prioritize and multi-task· A high degree accuracy and a keen eye for detail Life experiences, travelling the world, living or working overseas, gap years, parenthood, healthy lifestyles, mentoring, volunteering – all these things help you to relate to our customers #LI-BR1
Job Function: Customer Service
Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.