Position: Member Service Rep
Start Date: July 6, 2020
Location: Carbondale Illinois USA 62901
Hours: Monday-Friday 8:00am-5:00pm
High School Diploma or GED required. Associates degree in Business, Accounting or equivalent work experience preferred.
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.
Customer Service Representative impacts members' service experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Customer inquiries are of basic and at times complex nature. Engages, consults and educates members based upon the member’s unique needs, preferences and understanding plans, tools and resources to help guide the members along a clear path to care
Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors. Triages resulting rework to appropriate staff. Documents and tracks contacts with members, providers and plan sponsors. The CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.