Welcome to Aetna, where we are dedicated to helping people live healthier lives. We are currently seeking a motivated and dynamic individual to join our team as an Inbound/Outbound Queue Associate. In this role, you will have the opportunity to make a positive impact on our members by efficiently managing inbound and outbound queues and providing exceptional customer service. The ideal candidate will possess strong communication skills, attention to detail, and a passion for helping others. If you are looking for a fulfilling career with a company that values its employees, we encourage you to apply for this position. Manage Inbound and Outbound Queues: The primary responsibility of the Inbound/Outbound Queue Associate will be to efficiently manage the incoming and outgoing queues of customer inquiries and requests. This includes answering phone calls, responding to emails, and addressing any other forms of communication from members. Provide Exceptional Customer Service: As a representative of Aetna, the Inbound/Outbound Queue Associate will be expected to provide exceptional customer service to our members. This includes addressing their inquiries and concerns in a timely and professional manner, and ensuring a positive experience for every interaction. Maintain a Strong Knowledge of Aetna Products and Services: The ideal candidate will possess a strong understanding of Aetna's products and services in order to accurately assist members and provide them with the necessary information. Collaborate with Team Members: The Inbound/Outbound Queue Associate will work closely with other team members to ensure a smooth and efficient workflow. They will also collaborate with other departments to resolve customer issues and escalate any complex cases as needed. Document and Update Member Information: It is essential for the Inbound/Outbound Queue Associate to accurately document and update member information in our systems. This includes recording interactions, updating contact information, and making any necessary changes to member accounts. Meet Performance Goals: Aetna has set performance goals that must be met by the Inbound/Outbound Queue Associate. This includes meeting call and response time metrics, as well as maintaining a high level of customer satisfaction. Stay Up-to-Date on Industry Changes: It is important for the Inbound/Outbound Queue Associate to stay informed on any changes or updates in the healthcare industry that may impact Aetna's products and services. This will ensure accurate and up-to-date information is provided to members. Adhere to Company Policies and Procedures: The Inbound/Outbound Queue Associate must adhere to all company policies and procedures, including those related to Aetna is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.