Be an early applicantLess than 25 applicants

Company

CVS Health · 22 hours ago

Application Support Analyst

Hartford, CT

Full-time

Remote

Entry, Mid Level

$47K/yr - $112K/yr

2+ years exp

Maximize your interview chances

Health CareMedical

Insider Connection @CVS Health

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Research, diagnose, triage, and resolve, if possible, problems reported by members for the Aetna member website and mobile app.

Own the relationship with the member from the first report of an issue to its resolution.

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.

Review and respond to monitoring feedback/reports and assesses potential defects/trends.

Willingness to drive improvements by leading or participating in special projects.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Health care experienceServiceNow applicationRoot cause analysisBenefit application knowledgeClaims processing rulesAetna applications knowledgeTechnical tools familiaritySpanish fluencyCustomer service experienceWeb applications understandingDatabase knowledgeCollaboration skills

Required

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

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