At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary:Health Concierge -Customer Service Representative is the face of Aetna to provide targeted, personalized service based on a holistic view of the member, benefits, health information, and through engagement. Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing.Answers questions and resolves issues as a "single-point-of-contact" based on phone calls, plan sponsors, PSS/ISO, members and providers.Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest.Fully understands the member's needs by building a trusting and caring relationship with the member. Anticipates customer needs.Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.Uses customer service threshold framework to make financial decisions to resolve member issues.Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities - Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).Utilizes all relevant information to effectively influence member engagement.Takes immediate action when confronted with a problem or made aware of a situation.Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.Identifies member needs beyond the initial inquiry by answering the unasked questions.Resolves issues without or with limited management intervention.Provides education to members to support them in managing their health.Responds quickly to meet customer needs and resolve problems while avoiding over-committing.Other activities may include providing claim status information, benefit coverage interpretations, and explaining plan eligibility.Processes claim