Group Retiree Solutions | Account Relationship Liaison (Dedicated)

Account Relationship Liaison

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These positions are set to be fully remote after the candidates have gone through training with the plan sponsor (which must be done in-person at the CT Teachers' Retirement Board office). Candidates must reside within 50 miles of Hartford, Connecticut to accommodate in-person training and occasional on-site requirements.

Position Summary

The Account Relationship Liaison will serve as the Dedicated Single Point of Contact for Aetna Medicare Advantage servicing to our CT Teachers' Retirement Board Plan Sponsor benefit administration personnel while supporting Group Center of Excellence Call Center in addition to all Aetna back-office teams. Controls daily communication between departments or individual policyholders regarding benefit plan administration. Directs workflow to respond, manage, and resolve escalated and complex global issues for claims / calls, PSS, and health plan back-office operations. The Account Relationship Liaison dedicated role has responsibility for a random ID card quality review, standard customization requests and updates to the Plan Sponsor Profile Page, customer reporting for membership and patterns and trends of inquiries. A Brief Overview Controls daily communication between departments or individual policyholders regarding benefit plan administration. Directs workflow to respond, manage, and resolve escalated and complex global issues for Claims / Calls, PSS, Aetna Medicare Account Management Team, Aetna Commercial Account Management Teams and back-office departments regarding benefit plans, eligibility, claims, billing, and general benefit plan administration.

What You Will Do

• Assists with establishing and implementing results-based programs and innovative initiatives for the Plan Sponsors, under general supervision.
• Applies in-depth knowledge of the Plan Sponsor / back-office areas to offer feedback for decisions and innovation strategies that enhance organizational growth, visibility, member retention and customer satisfaction and trust.
• Examines escalated member-specific issues and / or broader plan administration matters as the single point of contact to provide swift resolution.
• Develops complex customer service account management plans for assignment and implements plan for dedicated account.
• Coordinates service delivery of dedicated account by attending implementation planning and process meetings, while supporting customer.
• Responsible for ID card Quality, timeliness, and Performance Guarantee for assigned dedicated account.
• Responsible for Plan Sponsor Profile Page, supports Group Contact Center of Excellence for projects, workflow support and to enhance the member experience and customer satisfaction.
• Assists with Member Open Enrollment Meetings and customer site visits, including local union meetings with CT Teachers' Retirement Board staff.
• Proactively resolve issues with account managers, sales representatives, and other Aetna back-office teams as appropriate.
• Identifies most urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions. Initiates and maintains partnerships with others throughout the organization.
• Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities.

Required Qualifications

Preferred Qualifications

We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week.

Aetna Service Operations office / hub locations will be discussed with the selected candidate.

Anticipated Weekly Hours 40

Education Bachelor's degree or equivalent experience

Time Type Full time

Pay Range $46,988.00 - $112,200.00

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include :

We anticipate the application window for this opening will close on : 10 / 25 / 2025

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