[Remote] Customer Service Representative - Must Reside in Oklahoma

Note: The job is a remote job and is open to candidates in USA. Aetna Medicaid Administrators is hiring a Customer Service Representative to assist members, employers, and healthcare providers with benefits and claims. The role involves resolving and documenting inquiries, educating customers about resources, and supporting a positive customer experience.

Responsibilities

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support
• Resolve customer inquiries and issues efficiently while documenting all interactions
• Educate customers about available resources and assist them in navigating their options
• Anticipate customer needs and provide proactive solutions to enhance satisfaction
• Collaborate with team members and other departments to address service issues and improve outcomes
• Document all customer correspondence and maintain confidential records of patient information
• Utilize AI-enabled tools during training and servicing to improve efficiency, support problem-solving, and enhance customer experience
• Follow policies, procedures, and the CVS/Aetna Code of Conduct

Skills

• 6+ months of customer service experience
• Basic computer skills
• Must reside in Oklahoma
• High School Diploma, GED, or equivalent experience
• Demonstrated empathy and effective communication skills
• Respectful and kind demeanor in all communications while being an advocate for our customers
• Strong problem-solving and decision-making abilities
• Ability to manage multiple resources and tasks in a fast-paced environment
• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
• 1+ years of claims, provider, dental, medical or other related healthcare experience
• Microsoft office experience preferred

Benefits

• Remote work; must reside in Oklahoma.
• $2,000 sign-on bonus for qualified new hires after 9 months of service; must remain continuously employed for a minimum of 12 months.
• New colleague orientation to learn about the company and role.
• Engaging and comprehensive training ranging from 4 to 18 weeks, depending on the customers supported.
• A supportive and inclusive culture that allows for continuous learning and growth.
• Ongoing coaching and mentoring support.
• Equipment and resources needed to complete assigned work.
• Medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Company Overview