Member Care & Health Plan Support Specialist

Aetna; Little Rock (AR); Remote; USD 22,730 - 32,373; Full time

Job summary

Aetna in Arkansas is seeking a Customer Service Representative (CSR) to assist members via phone, email, and written communications. You'll investigate issues, triage to appropriate departments, and provide clear explanations of plans, benefits, and regulatory information.

Ideal candidates have call center or retail experience, excellent English communication, empathy, attention to detail, and the ability to handle a high-volume workload in a production environment.

Qualifications

• Experience in customer service, preferably in a call center or retail environment.
• Strong empathy, compassion, and communication skills.
• Ability to work accurately and efficiently in a production environment.
• Capacity to multi-task and handle a high-volume workload.
• Knowledge of basic medical terminology (preferred).
• Excellent oral and written communication in English.
• Strong attention to detail and analytical skills.

Responsibilities

• Serve as a primary point of contact for member inquiries via phone, email, and other written communication.
• Investigate and resolve customer issues, prioritizing calls and triaging to the appropriate department as needed.
• Provide detailed explanations about Aetna plans, benefits, and regulatory information.
• Document all interactions, maintain accurate records, and track member contacts with providers and plan sponsors.
• Build and maintain a trustworthy relationship with members, anticipating their needs and offering proactive solutions.
• Provide data and resources to answer member questions, including additional plan details and self‑serve tools.

Skills

Customer service

Empathy

Communication

Multi-tasking

Attention to detail

English proficiency

Education

High school diploma

GED

Job description

Aetna in Arkansas is seeking a Customer Service Representative (CSR) to assist members via phone, email, and written communications. You'll investigate issues, triage to appropriate departments, and provide clear explanations of plans, benefits, and regulatory information.

Ideal candidates have call center or retail experience, excellent English communication, empathy, attention to detail, and the ability to handle a high-volume workload in a production environment.