Aetna, a CVS Health company, is one of the leading healthcare benefits providers in the United States. With a mission to build a healthier world, Aetna delivers a wide range of healthcare services, including medical, pharmacy, dental, and behavioral health plans to individuals, employers, and government organizations. Established over 160 years ago, Aetna has become a pioneer in healthcare innovation, providing members with access to a comprehensive network of providers and personalized care solutions. As part of the CVS Health family, Aetna is committed to improving the quality of healthcare, lowering costs, and empowering individuals to take control of their health.

At Aetna Pharmacy Services, our goal is to ensure that members receive the highest level of care and support when managing their prescription needs. By offering personalized customer service and leveraging advanced pharmacy technologies, Aetna continues to transform the healthcare experience for millions of Americans. We are driven by a passion for excellence, diversity, and improving lives, making Aetna a dynamic and rewarding place to work.

Job Title

Customer Support Assistant – Aetna Pharmacy Services

Job Summary

As a Customer Support Assistant for Aetna Pharmacy Services, you will play a vital role in providing exceptional customer service to our members. You will be responsible for assisting customers with their pharmacy-related inquiries, processing orders, handling requests for prescription refills, and addressing any issues or concerns in a timely and professional manner. Working closely with both customers and internal teams, you will ensure that each interaction is handled efficiently, with a focus on delivering high-quality service.

In this role, you will serve as the first point of contact for customers seeking assistance with their pharmacy needs. Your ability to provide accurate information, resolve issues, and maintain positive relationships will contribute to Aetna reputation for delivering excellent healthcare services. You will also have the opportunity to collaborate with our pharmacy specialists and clinical teams to ensure members receive the support they need to manage their medications effectively.

Responsibilities

• Respond to customer inquiries via phone, email, or chat, providing accurate information on pharmacy services and resolving issues promptly.
• Assist customers with prescription refills, medication delivery status, and general pharmacy-related questions.
• Process and update orders in the system, ensuring timely and accurate prescription fulfillment.
• Address customer complaints and escalations, working with pharmacy and clinical teams to find appropriate solutions.
• Maintain detailed records of customer interactions and transactions, following company guidelines for documentation and reporting.
• Provide information on Aetna pharmacy services, benefits, and programs to promote customer satisfaction and engagement.
• Collaborate with other departments to streamline customer support processes and enhance service delivery.
• Stay updated on industry trends and Aetna service offerings to provide informed assistance to customers.

Requirements

• High school diploma or equivalent; associate or bachelor degree preferred.
• Strong verbal and written communication skills, with a focus on delivering clear, concise information.
• Proficiency in using customer support software, databases, and other relevant systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer service, with the ability to remain calm under pressure.
• Familiarity with pharmacy services or the healthcare industry is a plus.

Experience

• 1-2 years of experience in a customer service role, preferably within a healthcare or pharmacy setting.
• Experience with handling high-volume calls or inquiries, with a proven ability to resolve issues efficiently.
• Previous experience working with pharmacy benefit management systems or in a similar role is an advantage.

Working Hours

• Full-time position with flexible scheduling options.
• Shifts may vary, with some weekend and evening hours required depending on business needs.

Knowledge, Skills, and Abilities

• Excellent problem-solving and conflict resolution skills.
• Strong organizational abilities, with attention to detail and accuracy.
• Ability to learn and adapt quickly to new systems and processes.
• Familiarity with HIPAA regulations and maintaining the confidentiality of customer information.
• A positive attitude and a commitment to providing top-tier customer service.

Benefits

• Competitive salary with opportunities for performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Paid time off (PTO), including holidays and sick leave.
• Retirement savings plans with employer contributions.
• Tuition assistance and career development opportunities.
• Employee discounts on CVS Health products and services.
• Wellness programs and employee assistance services.

Why Explore a Career at Aetna?

A career at Aetna Pharmacy Services is more than just a job—it is an opportunity to make a difference in the lives of millions of individuals by helping them access life-saving medications and support. At Aetna, we believe in investing in our employees growth and well-being, offering a collaborative, innovative, and inclusive work environment. You will be empowered to deliver exceptional service while learning from industry leaders in healthcare and pharmacy services. Join us, and become part of a company that transforming healthcare for the better, where your contributions are valued, and your career can thrive.