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Position Summary
We are currently recruiting top talent for our Service Advocate role in our Medicare Stars Member Advocacy Center. Aetna Medicare’s Member Advocacy Center engages with our members to provide innovative, proactive, and compassionate solutions that exceed our member’s expectations.
In this role, you will connect with members through many channels including outbound and inbound calls, video conferencing and SMS to answer unasked questions and resolve issues. Our service advocates have a high degree of empathy and patience.
This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits based on the campaign. The service advocate will be using several computer-based programs to service the members' needs and will need to be able to work in a metric-based production environment.
We are the knowledgeable, trusted, advocates for our members. The key to our success is our people.
We encourage bilingual applicants to apply.
Fundamental Components/Job Description:
Medicare Member Advocate:
Educates plan benefits, answers questions, and resolves issues based on campaign outreach.
Documents and tracks contacts with members.
Educates members on our self-service options
Follows campaign guidelines for exceptional service
Exceeds member expectations
Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered
Respond to inquiries from our Medicare Advantage members
Connects with members to diminish service disruption and educate members on plans
Takes ownership and follows through on commitments
Create lasting relationships with our members
Work in a team and production-based environment to create world class service
Ability to navigate multiple systems
Acts as an advocate for our members
Required Qualifications
Ability to creatively solve members’ problems and have desire to help and advocate for them
Problem solving with demonstrated ownership qualities
Demonstrated empathy, compassion and listening skills
Window based application knowledge
Preferred Qualifications
Proven leadership skills
Demonstrate ability to de-escalate situations
Effective communication and documentation skills
Ability to quickly learn new skills and apply them
Demonstrated skills to multitask and problem solve
Healthcare and medical terminology knowledge
Medical billing and claims process experience
Bilingual preferred
Education
High School Diploma or GED
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$17.00 - $31.30This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.