Associate Account Manager - Aetna International (Canada)

<p>Bring your heart to CVS Health</p><p><br></p><p>Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. </p><p><br></p><p>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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.</p><p><br></p><p>The <strong><em>Associate Account Manager (Aetna International) </em></strong>supports service & administration of all <strong><em>Canada </em></strong>products, clients and members. Their focus is to support the Account Managers in achieving client satisfaction and profitable growth. They actively participate in building relationships with assigned clients, brokers and internal partners, providing proactive & reactive support of client issues and supporting client retention. This is a remote position with minimal travel annually.</p><p><br></p><p><strong>Job Responsibilities</strong></p><p><br></p><ul><li>Provides proactive account service management in support of business objectives and to achieve customer satisfaction.</li></ul><p><br></p><p><strong>Fundamental Components & Physical Requirements <em>include but are not limited to</em>:</strong></p><p><br></p><ul><li>Assists with development and execution of customer service strategy.</li><li>Participates in meeting with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of benefits plans, identify gaps in service levels, determine root causes and develop solutions.</li><li>Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement.</li><li>Responds to customers’ requests for network analysis, benefit plan design changes, and benefit questions and clarifications.</li><li>Manages plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas; signs-off on ID cards.</li><li>Supports open enrollment activities.</li></ul><p><br></p><p><strong>Background/Experience Desired</strong></p><p><br></p><ul><li>3-5 years industry or customer service experience preferably with complex accounts.</li></ul><p><br></p><p><strong>Education and Certification Requirements</strong></p><p><br></p><ul><li>College diploma or equivalent work experience.</li><li>Bilingual in French considered an asset. Fluid in English a requirement.</li></ul>