Aetna App Help Desk Analyst in Chantilly, Virginia

Req ID: 52153BR

POSITION SUMMARY

Manage customer expectations by using all resource materials to effectively research, analyze and resolve/refer reported issues in a timely manner.

Fundamental Components:

Fundamental Components & Physical Requirements include but are not limited to

Single point of contact for internal/external users.

Identifies and tracks customer issues and resolves them through research and fact-finding combined with an understanding of applicable business systems.

Knowledge of Aetna systems and understands system interfaces, back-end rules/logic, and edits.

Ability to consistently manage multiple priorities

Consistently provides accurate information to guide the decision making/resolution process

Recommends the elimination of unnecessary or redundant functions

Contributes to the organization's Business Plan and KPM's/SLA's

Identify trends in customer contact issues, assist with determining business impact and recommendations for change, improvement

Recreates system issues for appropriate analysis of root cause

Performs related duties as assigned or requested

BACKGROUND/EXPERIENCE desired:

2 years related work experience.

Customer service oriented.

EDUCATION

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

LICENSES AND CERTIFICATIONS

Information Technology/ is desired

ADDITIONAL JOB INFORMATION

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: Information Technology