Client Advocate (Meritain Health)- Remote
About the position The Client Advocate position at CVS Health focuses on supporting the service and administration of Aetna's products to achieve profitable growth. This role emphasizes building strong relationships with customers and executing processes that effectively meet their needs, ensuring a high level of service and satisfaction.
Responsibilities
- Develops and executes customer product/plan administration.
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- Meets with customers at least quarterly to discuss service levels and expectations, share process improvements, and identify gaps in service levels.
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- Identifies customer specific service issues and leads resolution of issues working with other areas to implement solutions.
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- Responds to customers' requests for claim analysis, plan design changes, and benefit questions.
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- Collaborates with account management team to achieve growth and renewal objectives; assists in preparation and delivery of renewal packages.
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- Supports all plan administration activities, including installation, plan set-up, eligibility, billing, and drafting.
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- Manages open enrollment activities.
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- Promotes Navigator usage and implements strategies to increase usage for products.
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- Notifies customers of Aetna policy changes and provides consultative support.
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- Supports scheduling of customer meetings and preparation for these meetings.
Requirements
- 1-3 years experience in health care customer service.
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- Excellent customer service mindset.
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- Strong critical thinking and analytical skills.
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- Proficiency with Outlook, Microsoft Office including Word, Excel, PowerPoint, and Teams.
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- Effective communication skills, both verbal and written.
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- Ability to learn quickly and work with minimal supervision.
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- Confident and comfortable presenting information in a group setting.
Nice-to-haves
- Data General (DG) and Salesforce experience.
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- Prior health insurance industry-related experience working with complex accounts.
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- Self-funded experience.
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- Prior account management experience within the health insurance industry.
Benefits
- Full range of medical, dental, and vision benefits.
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- 401(k) retirement savings plan.
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- Employee Stock Purchase Plan.
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- Fully-paid term life insurance plan.
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- Short-term and long-term disability benefits.
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- Well-being programs and education assistance.
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- Free development courses.
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- CVS store discount and discount programs with participating partners.
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- Paid Time Off (PTO) and paid holidays.
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