Service Advocate

We are currently recruiting top talent for our Outbound Service Advocate role in our Member Advocacy Center (Medicare Stars MAC Team). Aetna Medicare’s Member Advocacy Center outreaches to our members to provide innovative, proactive and compassionate solutions that exceed our member’s expectations. We are the knowledgeable, trusted, advocates for our members. The key to our success is our people. This position requires answering questions and resolving issues based on outbound phone calls to Medicare members. This position requires a high degree of empathy and patience. This position also requires performing a review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible and educating the member on their plan of benefits based on the outbound campaign. A Medicare Member Advocate will: Educates plan benefits, answers questions and resolves issues based on outreach campaign calls. Documents and tracks contacts with members. Educates members on our self-service options Follows campaign guidelines for exceptional service Exceeds member expectations Ensures that every caller is treated with respect, kindness and all questions are thoroughly answered Respond to inquiries from our Medicare Advantage members Conducts targeted outbound calls to diminish service disruption and educate members on new plans Takes ownership and follows through on commitments Create lasting relationships with our members Work in a team environment to create world class service Ability to navigate multiple systems Acts as an advocate for our members Apply tot his job