Service Center Team Lead
2 weeks ago
Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence.
Calls are typically non-routine and may require deviation from standard screens, scripts and procedures to engage, consult, and educate members by delivering individualized programs based upon the member’s unique needs and preferences to help guide the members along a clear path to care.
Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing.
Act as a subject matter expert by providing training, coaching and mentoring or responding to complex issues.