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Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

Aetna Digital seeks the right candidate to be a member of the Aetna Health Level 2 Support team. This role is open to candidates in all time zones. To support production needs, the person hired will be set coverage working hours, with potential for extended shifts during peak periods (Open Enrollment).

Providing an exemplary experience for our members is important. The candidate selected for this role will research, diagnose, triage, and resolve, if possible, problems reported by members for the Aetna member website and mobile app.

In this role, you’ll own the relationship with the member from the first report of an issue to its resolution. The candidate should possess natural analytical skills that aid in getting to the root cause of a problem quickly. Additionally, the successful candidate will need strong communication skills in order to provide meaningful status updates and resolution details to members.

Qualified candidates will:

• Use critical thinking skills to perform detailed analysis of a variety of issues to assess root cause.
• Possess advanced organizational skills
• Become familiar with and use technical tools to determine source of issues.
• Have well-developed communication (both written and verbal) skills.
• Possess natural analytical abilities to make a quick determination of the root cause of issue impacting the member.
• Complete triage, follow-up and resolution activities on time, and within standard service level agreement timeframes.
• Understand plan benefit designs and offerings.
• Have a strong comprehension of benefit application and claims processing rules.
• Develop and communicate effective workarounds to address application issues.
• Craft and deliver meaningful and easy-to-understand responses outlining resolutions and next steps for our members.
• Identify and report trending issues to the appropriate product teams and management to foster internal communication to resolve outstanding trends.
• Collaborate in the development of job resources and communication templates.
• Coordinate with peers to analyze issues and provide end-to-end resolutions.
• Assist with the management of unplanned and planned system outages by notifying impacted customer service team(s) and leadership.
• Provide insight to upper management and product on potential improvements and critical defects that impact the member experience.
• Align with internal and cross-functional support teams to ensure appropriate steps are taken to address issues not solvable by Level 2. This includes support channels for Aetna domain systems like DMD, MEA, HRP, GPS, EWM/ACAS, etc.
• Review and respond to monitoring feedback/reports and assesses potential defects/trends.
• Willingness to drive improvements by leading or participating in special projects.

Required Qualifications

• 2+ years of experience in health care.
• 2+ years of experience working on a platform like Service Now or any other similar application for resolving technical issues, performing root cause analysis, and providing effective solutions to our members.
• Must achieve a passing grade for Aetna’s Certified Writer course(s) within 3 months of hire date.

Preferred Qualifications

• ServiceNow application end-user knowledge a plus
• Medallia end-user knowledge a plus
• Quantum Metric end-user knowledge a plus
• Previous experience in a customer service, claim, or IT service role
• Strong understanding of and end-user experience with Aetna applications: GPS, ACAS/EWM, HRP, DM, MEA, CCI, PST, etc.
• Excellent written and verbal communication skills
• Strong understanding of web applications, databases, and various technologies used to support the Aetna member website and the Aetna Health mobile app.
• Fluency in Spanish

Education

Bachelor's degree or equivalent work experience

Pay Range

The typical pay range for this role is:

$46,988.00 - $112,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 12/21/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.