Customer Service Representative (Aetna Better Health, New York)

About the position As a Customer Service Representative for Aetna Better Health at CVS, you will play a crucial role in providing exceptional telephone assistance to Aetna Medicaid members and providers. This position is designed for individuals who are passionate about delivering high-quality customer service and are committed to enhancing the healthcare experience for our members. You will be responsible for addressing a variety of inquiries, including eligibility verification, provider changes, and requests for ID cards. Your ability to communicate effectively and empathetically will be essential in ensuring that each caller receives the support they need. The role requires you to handle inbound calls, demonstrating strong customer service skills to create a positive experience for every caller. You will be expected to meet performance standards, attendance requirements, and call quality goals, all while working in a fast-paced environment. The training schedule for this position is set for the first six weeks, during which you will work Monday through Friday from 8:30 AM to 5:00 PM EST. After training, your production schedule will remain the same. To succeed in this role, you must be self-sufficient and capable of working from home, as well as commuting to the office in Charleston, WV, when necessary due to technical issues. The company provides all necessary equipment and training to ensure you are well-prepared to assist our members and providers effectively. This position is not just about answering calls; it’s about making a difference in the lives of our members by providing them with the information and support they need to navigate their healthcare options. If you are looking for a rewarding career where you can make a meaningful impact, this role is for you.

Responsibilities

• Answering incoming member and provider calls and responding to inquiries regarding benefits, eligibility, services, prior authorization requirements, extra benefits and programs.

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• Providing excellent customer service to ensure a positive experience for callers.

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• Meeting performance standards, attendance requirements, and call quality goals.

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• Communicating effectively with members and providers both orally and in written form.

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• Maintaining high-speed internet connectivity with secure service via ethernet cable.

Requirements

• High School Diploma or equivalent GED.

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• Ability to communicate effectively with members and providers orally and in written form.

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• Ability to meet performance standards, attendance requirements, and call quality goals.

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• Must be able to work from home and prove to be self-sufficient.

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• Must commute to the office in Charleston, WV when unable to work from home due to prolonged technical problems.

Nice-to-haves

• Experience with working remotely in a call center setting.

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• Experienced with Medicaid and Medicare.

Benefits

• Full range of medical, dental, and vision benefits.

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• 401(k) retirement savings plan.

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• Employee Stock Purchase Plan for eligible employees.

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• Fully-paid term life insurance plan for eligible employees.

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• Short-term and long-term disability benefits.

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• Numerous well-being programs.

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• Education assistance and free development courses.

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• CVS store discount and discount programs with participating partners.

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• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

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