Sales SupportExisting Bus
Employment Type: Full-Time
The Aetna National Accounts, Existing Sales Support Associate, will work directly with a designated team in support of all product options and programs. This position is dedicated to a No CA/Bay Area customer, and will perform special projects related to implementation, plan administration, wellness coordination, open enrollment activities, benefit fairs, substantial onsite member education, research and escalated issues. The primary function for this role will be performing customer service duties.Requires efficient professional handling of inquiries from covered employees & their dependents re: claims & eligibility status, benefit summary & enrollment information. • Interact via phone and e-mail to various department contacts (Account Team, PSL, Claims, Eligibility, etc.) in efforts to resolve escalated issues. • Leverage PSL to ensure superior customer service is rendered in support of Plan sponsor expectations and/or performance guarantees. • Partner with PSL for end to end perspective to assist with resolution of root causes of service deficiencies • Accountability for assigned customer projects. • Act as a liaison between Customer and Aetna and provide timely feedback to Aetna Account team and leadership so we can be most responsive to anticipated customer needs or issues. • Review Field Communications with AMs/AE for customer notification. • Review Network Updates with AMs/AE and Network team. • Develop and Own service report / issue log • Develop and Deliver Onsite Rep monthly reports to customer. • Escalate Issues to Account, Ops and Management Teams • Relationship development with appropriate Plan Sponsor Contacts and Onsite vendor Partners • Identify process improvements • Promote online member tools • Participate in customer meetings related to implementation, results review, site visits, audits, finalist meetings, open enrollment and special client onsite promotions around benefits offered • Receive and consult with member walk-ins regarding service related issues and/or processes. • Introduces themselves and available for benefits questions. Presents that (s)he is located in the clinic and available • Works closely with the on-site clinic to address any issues and assure collaboration.
Driving a Culture of Compliance
Demonstrating Service Discipline
Improving Constituent-Focused Processes
Providing Solutions to Constituent Needs
Associate's degree or equivalent experience
California Health and Life Insurance License
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.