Remote Member Support Specialist

Aetna; Lawrence (KS); Remote; USD 34,095 - 48,560; Full time

Job summary

Aetna in Lawrence, USA is seeking a Customer Service Representative to handle client inquiries via phone, web, chat or email, and to provide counseling and guidance about Aetna plans, services, and assets.

The role involves explaining plan components like claims, deductibles, balances, and cost sharing, acting as a single point of contact, building trust with clients, and coordinating with other teams to resolve issues.

Qualifications

• Experience in client support within a contact-center environment.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and prioritize effectively.
• Compassionate, empathetic approach to client interactions.

Responsibilities

• Handle client support requests and issues via phone, web, chat or email.
• Provide counseling and guidance to clients about Aetna plans, services, and assets.
• Help clients understand plan components such as claims, deductibles, balances, and cost sharing.
• Act as a single point of contact for all client inquiries and resolve issues.
• Build trust and anticipate client needs through strong relationships.
• Offer additional information on enrollment, benefits, and self‑service tools.
• Collaborate with cross‑functional teams to identify and resolve service delivery issues.
• Escalate unresolved matters to appropriate departments.
• Mentor and train new call center staff as needed.
• Track, report, and document contacts, incidents, and outcomes using established frameworks.

Skills

Communication skills

Multitasking

Empathy

Client support

Education

High School

Job description

Aetna in Lawrence, USA is seeking a Customer Service Representative to handle client inquiries via phone, web, chat or email, and to provide counseling and guidance about Aetna plans, services, and assets.

The role involves explaining plan components like claims, deductibles, balances, and cost sharing, acting as a single point of contact, building trust with clients, and coordinating with other teams to resolve issues.