Aetna is seeking a highly motivated and compassionate Healthcare Customer Support Executive to join our dynamic team. In this role, you will serve as the primary point of contact for our members, providing exceptional support and guidance regarding healthcare plans, claims, and benefits. Your ability to understand customer needs, communicate clearly, and resolve issues efficiently will ensure that our members receive a seamless and positive experience. This position is ideal for individuals passionate about healthcare services, customer satisfaction, and making a meaningful impact on people's lives.
Key Responsibilities
Handle incoming member inquiries via phone, email, or chat with professionalism and empathy.
Assist members with healthcare plan details, claims processing, coverage information, and billing questions.
Resolve issues and complaints promptly, escalating when necessary to maintain member satisfaction.
Maintain accurate records of member interactions and transactions in internal systems.
Provide guidance on healthcare policies, procedures, and benefits, ensuring compliance with company standards.
Collaborate with cross-functional teams to address complex member concerns.
Stay updated with healthcare regulations, company policies, and industry best practices.
Promote a positive member experience by identifying opportunities for service improvement.
Required Skills and Qualifications
High school diploma or equivalent; Bachelor's degree preferred.
Excellent verbal and written communication skills in English.
Strong problem-solving and critical thinking abilities.
Ability to handle sensitive and confidential information with discretion.
Proficiency with computers, Microsoft Office, and CRM software.
Ability to remain calm under pressure and manage multiple inquiries simultaneously.
Positive attitude, empathy, and strong customer-focused mindset.
Experience
Prior experience in customer service, preferably in the healthcare, insurance, or call center environment.
Experience handling complex inquiries, complaints, and claim-related issues is an advantage.
Familiarity with healthcare terminology, claims processing, and insurance plans is preferred but not mandatory.
Working Hours
Full-time position with standard business hours (typically Monday to Friday).
Flexibility to work extended hours, evenings, or weekends may be required based on business needs.
Remote or hybrid work options may be available depending on location.
Knowledge, Skills, and Abilities
Strong interpersonal and active listening skills to understand member concerns.
Ability to explain complex healthcare information in a clear and simple manner.
High level of accuracy and attention to detail in documenting member interactions.
Adaptability and willingness to learn new processes and technologies.
Strong organizational skills and ability to prioritize tasks effectively.
Benefits
Competitive salary and performance-based incentives.
Health, dental, and vision insurance coverage.
Paid time off, holidays, and flexible leave policies.
Professional development and training programs.
Employee wellness programs and resources.
Retirement savings plans with company contributions.
Why Join Aetna?
At Aetna, we believe in empowering our employees to make a difference in the lives of our members. As a Healthcare Customer Support Executive, you will play a vital role in providing support that enhances the healthcare experience for our customers. Join a company that values collaboration, innovation, and personal growth while offering a rewarding and inclusive work environment.
How to Apply
Interested candidates can apply through Aetna’s careers portal at www.aetna.com/careers or submit their resume and cover letter directly via email to us with the subject line: Healthcare Customer Support Executive Application.