As a Remote Customer Service Representative at Aetna Health Care, you will play a vital role in enhancing customer satisfaction and ensuring smooth operations in our health care services. In this position, you will be the first point of contact for our members, addressing inquiries and resolving issues with empathy and professionalism. Your expertise will help members navigate their health care benefits, understand their plans, and utilize available resources effectively.

You will collaborate with various departments to ensure prompt resolution of concerns and maintain accurate records of customer interactions. This role requires strong communication skills, problem-solving abilities, and a genuine commitment to helping others. You will be part of a dynamic team that values compassion, integrity, and innovation in delivering exceptional health care services. A successful candidate will demonstrate a passion for improving the member experience while working in a fast-paced, remote environment.

Key Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat, providing accurate information about health care plans and benefits.
• Assist members in understanding their coverage options and navigating the claims process.
• Identify and resolve member issues promptly, escalating complex cases as needed.
• Maintain thorough documentation of all member interactions and follow up as required.
• Collaborate with internal teams to ensure seamless service delivery and address member concerns.
• Participate in ongoing training to stay informed about new products, services, and policies.
• Provide feedback to management regarding trends in customer inquiries to help improve services.

Required Skills and Qualifications

• High school diploma or equivalent; Bachelor degree preferred.
• Proven experience in customer service, preferably in a healthcare or insurance environment.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks efficiently and maintain attention to detail.
• Proficient in using customer service software, databases, and Microsoft Office Suite.
• Strong problem-solving and analytical skills.

Experience

• Minimum of 2 years of customer service experience.
• Experience in a remote work setting is a plus.
• Familiarity with health care terminology and insurance processes is highly desirable.

Working Hours

• Full-time position with flexible working hours, primarily Monday to Friday.
• Occasional overtime may be required during peak seasons.

Knowledge, Skills, and Abilities

• Excellent interpersonal skills with a focus on building rapport with customers.
• Ability to remain calm and professional under pressure.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Commitment to continuous learning and professional development.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, including holidays and personal days.
• Employee wellness programs and resources.
• Opportunities for career advancement within the organization.

Why Join

At Aetna Health Care, we are dedicated to improving the health of our members through accessible and high-quality health care services. Joining our team means becoming part of a mission-driven organization that values innovation, integrity, and collaboration. You will have the opportunity to make a meaningful impact on people lives while developing your career in a supportive and inclusive environment.

How to Apply

If you are passionate about customer service and committed to making a difference in the health care industry, we invite you to apply. Please submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for this role to us. We look forward to hearing from you!