Job Title

Job DescriptionProvides proactive account service management in support of business objectives and to achieve customer satisfaction. Develops and executes customer service strategy. Meets with customers frequently via phone and video conferencing, leads calls, facilitates meetings, and meets customers in person on occasion. Engages in frequent email correspondence, discusses service levels and expectations, shared process improvements, discusses operation of benefit plans. Identifies gaps in service, determines root cause and develops an actionable solution. Engages with other Aetna departments in issue resolution and maintains a service log. The candidate will support client needs in multiple times zones. Responds to customers' requests for network analysis, benefit plan design changes, benefit questions, billing issues, member eligibility and claims. Collaborates with the Account Executive and the sales team to achieve growth/renewal activities including installation, plan set up, eligibility, billing and contract drafting by working proactively with support areas, signs off on ID Cards, Manages member communications strategies for each customer.Pay RangeThe typical pay range for this role is:Minimum: 40,560Maximum: 81,100Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications2+ years of industry or customer service experience preferably with complex accounts.An active resident insurance producer license, as required by state law or obtain an insurance producer license within 60 days of start date.Located in eastern or central time zone.Preferred Qualifications1-3 years health benefits industry, project management or customer service experienceExperience in Aetna claims processes, proceduresKnowledge of CVS Health and Aetna products and servicesFoundation level proficiency with Word, Excel, PowerPoint, Adobe, Webex, Microsoft TEAMs.EducationCollege degree preferredBusiness OverviewBring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.