Aetna EAP Wklife Cust Spt Assoc in San Diego, California

Req ID: 54678BR

POSITION SUMMARY

Provide quality comprehensive employee assistance, work life and management consultant resources and services to both employees and plan sponsors; focusing on enhancing employee wellbeing and workplace effectiveness, improve productivity and operational efficiency.

Fundamental Components:

Member Support:

  • Determines purpose of call by actively listening and interacting with callers, triages call in a in a professional and timely manner. (*)

  • Assesses clients needs; researches and articulately communicates information regarding pertinent EAP/Worklife services and resources.

    Enters member information into the appropriate EAP system to initiate the case and documents comments and information thoroughly and professionally

    Team Member Support

  • Receive calls transferred from counselors and provides immediate member assistance. (*)

  • Schedules appointment for members with counselors. (*)

  • Assists team members with necessary activities to effectively respond to member inquiries about and requests for services and resources related to various life skills such as finding childcare, finding eldercare, etc

    BACKGROUND/EXPERIENCE desired:

    1-2 years exp in call center environment preferred or BH experience

    Experience preferred in a social, psychological or human service field providing client support.

    EDUCATION

    The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

    LICENSES AND CERTIFICATIONS

    Healthcare Management/Community-Health is desired

    Customer Service/Associate Customer Service Specialist is desired

    Information Technology/Microsoft Access is desired

    FUNCTIONAL EXPERIENCES

    Functional - Information Technology/Computer operations/1-3 Years

    Functional - Communications/Communication Delivery - Public Speaking/1-3 Years

    Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years

    TECHNOLOGY EXPERIENCES

    Technical - Aetna Applications/Admin Support Network/1-3 Years/End User

    Technical - Computer Operations/System and Console Operations/1-3 Years/End User

    Technical - Call Management//1-3 Years/End User

    REQUIRED SKILLS

    General Business/Communicating for Impact/FOUNDATION

    Leadership/Driving a Culture of Compliance/FOUNDATION

    General Business/Maximizing Work Practices/FOUNDATION

    DESIRED SKILLS

    Service/Providing Solutions to Constituent Needs/FOUNDATION

    Leadership/Collaborating for Results/FOUNDATION

    General Business/Turning Data into Information/FOUNDATION

    Telework Specifications:

    Option for telework will be evaluated after a certain period of employment

    ADDITIONAL JOB INFORMATION

    Opportunity to assist members accessing benefits to achieve Wor/Life balance and improve their overall functioning

    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 candidates'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: Health Care

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.