Aetna NAT Account Associate in San Francisco, California

Req ID: 45983BR


There are two open positions for Aetna National Accounts, NAT Account Associate. Both roles will work directly with a designated team in support of all product options and programs offered to a San Francisco, CA based customer and a Pittsburgh, PA based customer. They will perform special projects related to implementation, plan administration, wellness coordination, open enrollment activities, benefit fairs, substantial onsite member education, research and escalated issues. The primary function for this role will be performing customer service duties. This client-based position will sit at the customers location in San Francisco, CA and Pittsburgh, PA reporting to a manager based in Denver. In some circumstances, client-based position will have access to customer perks.

Fundamental Components:

Requires efficient professional handling of inquiries from covered employees & their dependents re: claims & eligibility status, benefit summary & enrollment information. Interact via phone and e-mail to various department contacts (Account Team, PSL, Claims, Eligibility, etc.) in efforts to resolve escalated issues. Leverage PSL to ensure superior customer service is rendered in support of Plan sponsor expectations and/or performance guarantees. Partner with PSL for end to end perspective to assist with resolution of root causes of service deficiencies Accountability for assigned customer projects. Act as a liaison between Customer and Aetna and provide timely feedback to Aetna Account team and leadership so we can be most responsive to anticipated customer needs or issues. Review Field Communications with AMs/AE for customer notification. Review Network Updates with AMs/AE and Network team. Develop and Own service report / issue log Develop and Deliver Onsite Rep monthly reports to customer. Escalate Issues to Account, Ops and Management Teams Relationship development with appropriate Plan Sponsor Contacts and Onsite vendor Partners Identify process improvements Promote online member tools Participate in customer meetings related to implementation, results review, site visits, audits, finalist meetings, open enrollment and special client onsite promotions around benefits offered Receive and consult with member walk-ins regarding service related issues and/or processes. Attends weekly new hire orientations Introduces themself and available for benefits questions. Presents that (s)he is located in the clinic and available Works closely with the on-site clinic to address any issues and assure collaboration.


System expertise in service tools: ASD, Navigator, claims, benefits and eligibility, including tracking databases/tools and portals


The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.


Insurance/Life and Health Insurance License is desired


Functional - Sales & Service/Account Management/1-3 Years

Functional - Customer Service/Customer Service - Plan Sponsor - Benefit provision review/1-3 Years

Functional - Customer Service/Customer Service - Plan Sponsor - Account installation/1-3 Years

Functional - Customer Service/FE Complaints, grievances & appeals/1-3 Years

Functional - Claims/Policies & procedures/1-3 Years


Technical - Aetna Applications/Aetna Strategic Desktop Reporting/1-3 Years/End User

Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User

Technical - Desktop Tools/Microsoft Word/1-3 Years/End User

Technical - Desktop Tools/TE Microsoft Excel/1-3 Years/End User


Leadership/Driving a Culture of Compliance/FOUNDATION

Service/Demonstrating Service Discipline/FOUNDATION


Service/Improving Constituent-Focused Processes/FOUNDATION

Service/Providing Solutions to Constituent Needs/FOUNDATION


Aetnas National Account Business is a growing unit that provides you with the ability to interact on a broad range of products and services with Fortune 500 customers and design innovative strategies that fulfill each customers unique benefit strategy needs.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Sales and Service