Customer Service Representative (Must live/work Eastern Time Zone)

• Dental Customer Service Representative is the face of Aetna and impacts members' service experience by manner of how customer service inquiries and problems via telephone. • Customer inquiries are of basic and at times complex in nature. • Engages, consults and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. • Answers questions and resolves issues based on phone calls from members, providers, and plan sponsors. • Triages resulting rework to appropriate staff. • Documents and tracks contacts with members, providers and plan sponsors. • The Dental CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines. • Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health. • Taking accountability to fully understand the member's needs by building a trusting and caring relationship with the member. • Anticipates customer needs. • Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc. • Uses customer service threshold framework to make financial decisions to resolve member issues. • Explains member's rights and responsibilities in accordance with contract. • Educates providers on our self-service options. @@HD@@ • Advocating for the member to take them out of the middle, resolving billing conflicts. Required Qualifications@@/HD@@ • Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

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.

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(including matching company contributions), and an

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including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. •