POSITION SUMMARY The Senior Account Manager (AM) is directly responsible for helping meet and exceed client expectations by supporting consumers with our Exchange Administration Retiree Solutions including Medicare Advantage product suite and on our best-in-class HR software and services.
Fundamental Components:
The Account Manager (AM) will serve as the primary point of contact to our clients, internal team members and partners by helping implement and maintain client benefits administration platform. This individual will:
- Help manage and provide technical guidance through the implementation of new client benefits administration platform.
- Continually update sites as requirements change each year, or as often as needed (this includes benefit class matrix, requirements document, rates, permissions, field options, site text and any open items on questions log).
- Test client sites for quality assurance; track and monitor the resolution of issues.
- Prepare and conduct technical/product presentations, demonstrations and trainings (such as an open enrollment demo for new/changing plans, site text, etc.).
- Provide resolution of client issues by responding to questions and concerns about the use of products; ability to leverage research to find resolution.
- Maintain thorough understanding of all internal systems to respond to general and specialized client requests.
- Triage client tickets and/or questions (email and voicemail); maintaining ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates.
- Look for and help drive continuous process improvements/efficiencies by maintaining a thorough understanding of all internal systems.
- Lead and create agendas for client meetings
- Manage workflow in the setup and maintenance of carrier and payroll feeds.
BACKGROUND/EXPERIENCE desired:
- 3+ Years of direct client account management experience in benefits administration.
- Knowledge of Retiree Benefits..
- Solid Technical background in configuring software, testing and/or troubleshooting.
- Must be proficient in Excel (VLOOKUP, Pivot Tables, Basic Functionality).
- Strong leadership skills; strong verbal and written communication skills.
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
LICENSES AND CERTIFICATIONS
Insurance/Health and Life Insurance Company Operations (LOMA) is desired
TECHNOLOGY EXPERIENCES
Aetna Applications/Aetna Health Information Advantage/1-3 Years/End User
REQUIRED SKILLS Leadership/Driving a Culture of Compliance/FOUNDATION
Service/Case Administration/MASTERY
Service/Improving Constituent-Focused Processes/ADVANCED
DESIRED SKILLS Leadership/Developing and Executing Strategy/ADVANCED
Leadership/Fostering a Global Perspective/FOUNDATION
Service/Providing Solutions to Constituent Needs/ADVANCED
ADDITIONAL JOB INFORMATION
Work At Home opportunity within the Northeast Region. Must live accessible to an Aetna office location in CT, NY, or NJ for support purposes.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click to review the benefits associated with this position.
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
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Employment Type Regular
Career Band Description Professional
