Job Summary: The Contact Centre Representative will be tasked with member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through afully-integrated organization staffed by knowledgeable, customer-focusedprofessionals supported by exemplary technologies and processes. The jobholder will provide operational support to Aetna members, working in partnershipacross functions to coordinate the delivery of member service activities. Provide speedy response to customer and Plan Sponsor enquiries, providing advice and solutions to maximize customer satisfaction.
Key Duties and Responsibilities:
Working within the contact centre, investigate, consider and resolve customer enquiries.
Professionally manage inbound and outbound telephone, fax and email correspondence with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communicationis maintained at all times.
Triage and prioritize enquiries to ensure that all contacts are responded to in a timely manner, and urgent cases take priority.
Take ownership for progression of own workload, maintain communication, remove barriers, avoid delays.
May facilitate training and coaching when considered topic subject matter expert.
Handle customer complaints within the scope of the role, and liaise with other departments where hand-off is required, retaining ownership until the complaint is resolved.
Escalate complaints beyond level of authority to Supervisor/Department Manager
Continually work to improve best practices procedures and standards.
Ensure compliance with requirements of regional compliance authority/industry regulator.
Adheres to international privacy policies, practices and procedures.
Strive to deliver consistently excellent customer service internally and externally.
Qualifications, Skills and Experience:
The applicant should have previous experience in a Healthcare Insurance Contact Centre Environment (desirable).
Proven Telephone customer service experience
Demonstrable experience of consistently exceeding customer expectation
The applicant must have advanced computer skills including MS Office XPproducts – Excel, Access, Word
Working knowledge of Word, Excel, Email and Internet.
Excellent customer service skills with a strong command of written and spoken Arabic, English and French.
Good communicator with strong organizational and problem solving skills.
This role is part of a 24/7/365 service delivery, as such shift working will be required.
Aetna Inc. is an American managed health care company, which sells traditional and consumer directed health care insurance plans and related services, such as medical, pharmaceutical, dental, behavioral health, long-term care, and disability plans. Aetna offers health care, dental, pharmacy, group life, disability, and long-term care insurance and employee benefits, primarily through employer-paid (fully or partly) insurance and benefit programs, and through Medicare.