Customer Service Representative

Job Description
We are currently recruiting top talent for our next class of Customer Service Representatives (CSR) in our Medicare Customer Service group located in Fresno, CA. Aetna Medicare Customer Service delivers innovative, proactive and compassionate service that exceeds our members expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people.

Fundamental Components

• Customer Service Representatives answer inquiries from our Medicare Advantage members via inbound calls, internet inquiries, and written correspondence.
• CSRs must be able to deal compassionately with Medicare beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience.
• CSRs participate in ongoing training and engage in self-development. The CSR must be able to work independently, honor commitments to our members, and collaborate with team members to create a remarkable member experience.
• The position requires the ability to efficiently navigate multiple systems while resolving complex issues as advocates for our members.
• Passion for providing exceptional customer service, effective verbal and written communication skills, and willingness to adapt to a changing environment are critical to success in this role.
• Prior experience providing customer service to the senior population, knowledge of medical terminology, or experience with health insurance plans is preferred. 

Background Experience

• Experience in a production environment.
• Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
• Flexibility to work an 8 hour shift any time during the office hours of 8 am to 6 pm. Overtime including weekends required as needed.

Additional Job Information
Ability to multi-task to accomplish workload efficiently. Understanding of medical terminology. Oral and written communication skills. Ability to maintain accuracy and production standards. Negotiation skills. Technical skills. Problem solving skills. Attention to detail and accuracy. Analytical skills.  Ability to work independently.

Education
High School diploma, G.E.D. or equivalent experience

Percent of Travel Required
0 - 10%