Commercial Operations Generalist
BayCoast Bank
Customer Service Representative, Dental
CVS Health
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $31 per hour
Job Level
Mid-LevelSenior
About the role
- Serve as the face of Aetna and impact members' service experience by handling customer service inquiries and problems via telephone.
- Handle customer inquiries that are basic and at times complex in nature.
- Engage, consult and educate members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools and resources.
- Answer questions and resolve issues based on phone calls from members, providers, and plan sponsors.
- Triage resulting rework to appropriate staff.
- Document and track contacts with members, providers and plan sponsors.
- Guide the member through their plan of benefits, Aetna policy and procedures and resources to comply with regulatory guidelines.
- Create an emotional connection with members, build trusting and caring relationships, and anticipate customer needs to champion members' best health.
- Use customer service threshold framework to make financial decisions to resolve member issues.
- Explain member's rights and responsibilities in accordance with contract.
- Educate providers on self-service options.
- Advocate for members to resolve billing conflicts.
Requirements
- Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
- Experience in a production environment.
- High School Diploma or Equivalent.
- Ability to train onsite Monday through Friday 8-430pm EST for 13 weeks.
- Ability to work permanent schedule 8am - 430pm EST, Tuesday - Thursday in office; Monday and Friday Work from Home.
- Ability to work full time (40 hours per week).
