Inbound Queue Associate (WFH Remote ET/CT)
About the position Responsibilities • Receive inbound calls from members, medical providers, brokers and other internal departments regarding medical precertification requirements and case status. • Protect the confidentiality of our member's personal identifiable information (PII) and personal health information (PHI) and adhere to company policies, state laws and the federal Health Insurance Portability and Accountability Act (HIPAA). • Follow 'one call resolution' protocol to ensure callers do not have to contact Aetna numerous times for the same concern, including call de-escalation. • Utilize multiple Aetna systems simultaneously to access information and build medical precertification cases. • Adhere to job aids and resources to ensure internal processes are followed and to minimize financial risk. • Maintain accurate and complete documentation of required information. • Redirect calls that do not pertain to medical precertification (examples: pharmacy, claims, benefits, appeals, etc.). • Participate in weekly training hour meetings, mentoring and touchpoints with supervisors. These meetings will require you to be on camera. • Follow strict schedule adherence guidelines. Shift times, lunches and breaks will be specific times assigned based on expected call volumes. Requirements • 1+ year of call center experience required • Eastern and Central Time Zone applicants only Nice-to-haves • 1+ years experience as a medical assistant, medical office assistant or other medical background Benefits • Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. • Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. Apply tot his job