Careers with Aetna International

Careers with
Aetna International

Come grow with us

Want a career that makes a difference? Then Aetna International is for you. Our international presence supports more than 600,000 members worldwide from offices throughout the United States, Europe, Asia and the Middle East. If you are interested in working for a company where you can make a difference, Aetna International has a career opportunity for you.

Aetna International is growing and has many exciting opportunities for qualified individuals in our international offices. The work we do in our offices around the world requires talented individuals committed to helping our business grow. Our work environment is fun, challenging, innovative and entrepreneurial. We recognize the impact and importance of diversity, and are committed to professional development to ensure ours and your future success.

Europe

Senior Audit Consultant - Croydon, United Kingdom

Job title: Senior Audit Consultant      
Location: Croydon, United Kingdom 

Key Job Responsibilities:

  • Effectively perform and document audit activities in accordance with professional standards and Aetna’s audit methodology.
  • Execute testing and create work paper documentation.
  • Understand procedures, results and business impacts; and document and express such understanding in both written and verbal form.
  • Contribute to overall Internal Audit Department team norms to promote a positive environment and improve team effectiveness.
  • Maintain a current development plan reflecting a commitment to self-development as evidenced by positive performance reviews.

Supervised Responsibilities:

  • Perform detail testing as defined by the test program to define, analyze and validate information.
  • Create clear and accurate documentation and workflows of business processes and testing results and exceptions.


Ideal Candidate Profile: 
We are looking for talented individuals to help us carry out our mission to develop and execute a risk-based audit plan using an approach that requires communication and collaboration with our customers.  We also seek the following:

  • Demonstrates a commitment to integrity, the Aetna code of conduct and respect for diversity.
  • Meets administrative reporting requirements and supports department initiatives.
  • Encourages teamwork and a positive environment to improve team effectiveness.
  • May perform SOX responsibilities such as participating in the execution of complex tasks for assigned audit and compliance objectives.
  • Able to work independently.

Skill or Experience Requirements:

  • Proven experience  in audit or related business experience (preferably within Health Insurance or related fields).
  • Minimum Bachelor’s Degree in Accounting, Finance or Information Technology preferred. 
  • Professional designations (i.e., CPA, CIA, CISA, Chartered Accountant)/advanced degrees – or measured progress in achieving, desirable.
  • Demonstrates critical thinking and analytical ability.
  • Demonstrated communication and collaboration skills.
  • A desire to learn and grow your career.
  • Highly beneficial to have knowledge of local legislation for APAC in particular China and Singapore and Middle East in particular Dubai and Qatar.
  • Beneficial to have fluency in Mandarin, and or Arabic. Must be fluent in English both verbally and written.
  • Ability to travel overnight internationally 50 -75% on average required.  

Education:

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience

Required Skills:

  • Finance/Delivering Profit and Performance at the Foundation Level
  • Leadership/Creating Accountability at the Foundation Level
  • General Business/Communicating for Impact at the Advanced Level

Desired Skills:

  • Leadership/Driving a Culture of Compliance at the Mastery Level
  • Leadership/Engaging and Developing People at the Foundation Level
  • General Business/Maximizing Work Practices at the Foundation Level 

To apply please send your CV with a covering email to: agbrecruitment@aetna.com

Updated 9 May 2014

Communications Director - Croydon, United Kingdom

Job title: Communications Director        
Location: Croydon, United Kingdom 

Requirements: 

  • Develop communication strategies using best practices, innovative ideas and audience insight.
  • Integrate strategies, and connect the dots between messages, timing and activities being carried out by other communication professionals.
  • Execute communication plans.
  • Identify and resolve communication needs for complex technical, operational or organizational problems.
  • Sets priorities for or with project teams, including developing and delivering communication plans and supporting necessary work.
  • Align separate communication efforts with overall Aetna communications messages and goals.
  • Measure progress and results, adjust as needed to achieve necessary outcome.
  • Ensure that all communications are error-free, accurate, appropriately approved and consistent with Aetna’s core values.
  • Understand and support the Aetna brand.
  • Understand how communications solutions will support Aetna’s ability to succeed.
  • Proactively and consistently make connections to the larger enterprise context.
  • Commitment to measuring effectiveness, actively reviewing results and willingly making adjustments to improve effectiveness. 

Experince:

  • Experience developing and executing successful communication programs for international  regulated business organizations.
  • Experience in writing and editing all kinds of communication on short notice and as part of long-term initiatives.
  • Experienced in working cross borders and able to adapt approach to ensure success across a culturally diverse business.
  • Ability to network and influence to gain support for international communications to ensure strategic and operational initiatives are met.
  • Ability to pursue opportunities to increase audience awareness and understanding of the core message(s).
  • Ability to build relationships, integrates strategies,and connects the dots between messages, timing and activities being carried out by other communication professionals.
  • Bachelor’s degree in Communications, Public Relations, Journalism, Marketing, English or a related field.
  • Executive presence and ability to collaborate with and influence key decision makers.
  • Exceptional writing and editing skills; strong presentation skills, familiarity with video producing and editing.
  • Strong project management skills, proven track record for executing multi-faceted programs.
  • Strong understanding of current online and global environment.
  • Effective team player with proven ability to work with senior executives.
  • Ability to handle high level confidential matters with discretion and professionalism.
  • Able to work with and manage relationships with external vendors. Commitment to quality, while being able to prioritize and excel in a fast paced environment.

To apply please send your CV with a covering email to: agbrecruitment@aetna.com

Updated 31 May 2014

Asia Pacific

Complaints Analyst, Singapore

Job title: Complaints Analyst          
Location: Singapore   

Key Job Responsibilities:

  • Responsible for investigating and resolving complaint and appeal scenarios for the Actisure business platform, which may contain multiple issues, and the co-ordination of a response that incorporates input from multiple business units, including external vendors.

  • Timely, customer-focused response to complaints and appeals.

  • Review and analysis of plan documents, company policies, internal processes and regulatory requirements in order to make decisions and recommendations as to how to resolve issues.

  • Develop and maintain strong collaborative relationships with many operational areas, including but not limited to Member Services, Claims, Plan Sponsor Services, Compliance, Legal, Complaints Grievance & Appeals and external vendors. 

  • Report production from the Complaints and Appeals Tracking System (CATS), trend analysis on issues and recommended training and business solutions are expected.

  • Work closely with the Aetna International Compliance Team to identify and analyse route causes of complaints and appeals.

  • Responsible for producing management information for regulatory reports.

  • Working closely with the Compliance Team to produce timely reports and analysis statistics. 

  • Managing multiple assignments, accurately and efficiently.

  • Build relationships while co-ordinating with multiple business units.

    Identify complaint trends and issues, and recommend business solutions.  

Experience:

  • Extensive knowledge of health claims processing. 

  • Proven excellent service by meeting quality and turnaround key performance metrics and meeting productivity expectations.

  • Excellent letter writing skills to convey a positive, professional image with our internal and external customers is essential. 

  • Proven ability to produce and analyze complaint/appeal statistics and written reports relating to complaint handling, resolution and tracking.

  • Excellent quality results, analytical and communication skills.

  • Demonstrate the ability to build a strong internal network and effective influencing skills in order to recommend resolutions within regulatory timeframes.

  • Demonstrate ability to handle multiple assignments, accurately and efficiently. Build relationships while co-ordinating with multiple business units. Identify complaint trends and issues, and recommend business solutions.

  • Effective analysis skills to identify the complaint/service issue and recommend an appropriate resolution.

  • Knowledge of the legal and regulatory environment surrounding complaints and appeals. 

  • Work closely with the Compliance Team to produce timely reports and analysis statistics.   
     

To apply please send your CV with a covering email to:  agbrecruitment@aetna.com

Updated 15 August 2014

Executive Assistant - Shanghai, China

Job title: Executive Assistant         
Location: Shanghai, China  

Requirements:

  • Supports the Vice President to deliver the strategic leadership and vision of the board, management, structure and organization of the Group and its businesses.

  • Determines priorities, recording tasks, assignments and monitors timeliness so that things are done in good time.

  • Complex diary management including and not limited to international travel, global video and telephone calls across multiple locations.

  • Acts as “Gate-keeper” to the Vice President, filtering correspondence, tasks, and deals with or refer matters as appropriate.

  • Drafts correspondence for the Vice President’s sign off as appropriate attended by the Managing Director are prepared in a timely manner and to a consistent standard and quality.

  • Represents the Vice President at meetings as required and provides cover for the Vice President’s office during his absence.

  • Is responsible for coordination of meeting agendas and minutes and is accountable for follow-up on issues identified in meetings.

  • Manages the submissions of expenses for the Vice President and the Country Manager.

  • Communicates and / or coordinates manager’s instructions and requests with various individuals and/ or departments.

  • Participates and / or leads special projects.

  • Requests appropriate access for systems, etc. when needed through appropriate eService channels.

  • Exhibits behaviors outlined in Aetna International competencies.  

Experience:

  • Proven personal assistant and administrative experience.

  • Previous experience of office management.

  • Proven track record in effective communication and managing change.

  • Proven track record in organizing and maintaining accurate office record systems.

  • Excellent presentation skills.

  • Fluent in English and Mandarin.    
     

To apply please send your CV with a covering email to:  agbrecruitment@aetna.com

Updated 11 July 2014

Account Manager - Beijing, China

Job title: Account Manager         
Location: Beijing, China  

Requirements:

  • Participates in the implementation process.

  • Develops a mutually rewarding working relationship with various client contacts by providing excellent customer service which results in customer/member satisfaction, renewal of case and retention of customer or member.

  • Communicates with middle management levels (Directors, Managers, Vice Presidents) within an organization and packages Aetna’s message to effectively engage the client.

  • Integrates technologies to optimize customer interactions and maximize efficiencies.

  • Develops and executes a business strategy that is aligned with customer’s and Aetna’s objectives including profitable revenue, membership growth and budget management.

  • Monitors on an on-going basis client’s product lines and services to ensure client’s needs are met. Seeks to optimize customer interaction and provides recommendations based on client’s needs.

  • Collaborates with account team members on more complex issues to ensure client’s needs are met from a product/service perspective.

  •  Follows through on outstanding issues to the point of resolution.

  • Collaborates with team members on case installation to manage the integration of client’s and Aetna’s internal organizations, ensuring a smooth installation.  

  • Develops strong relationships directly with customers, consultants and internal business partners.

  • Supports the customer’s overall profitability objectives and helps with the financial management objectives.

  •  Mentors account service representatives.

  • Takes responsibility  to always actively treat customers fairly (TCF) and support/ drive any TCF initiative.   

Experience:

  • Bachelor degree or equivalent experience.

  • Licensure as required by local authority.

  • 5 years industry or customer service experience.

  •  Fluent in written & spoken English.

  • Excellent communication and interpersonal skills.

  • Knowledge of the PRC & international medical insurance market and core competitive set.    
     

To apply please send your CV with a covering email to:  agbrecruitment@aetna.com

Updated 11 August 2014

Sales Support Consultant - Jakarta, Indonesia

Job title: Sales Support Consultant          
Location: Jakarta, Indonesia  

Requirements:

  • Acts as single point of contact for RFP and sales questionnaires. Develop region-appropriate responses including engagement with subject matter exoerts.  Develop and maintain database of RFP responses language. 

  • Serves as liaison for non-standard product requests (between product, UW, PSS). 

  • Acts as Broker Administrator for the Region: new broker agency applications; generation of broker agreement; annual recertification; and liaising with the sales team to ensure all commission overrides follow policies and procedures. 

  • Provides support to Sales Directors for preparing rating model submissions includes manipulation of census and queries to product/legal/underwriting. Track incoming/out-going content and manage to deadlines.  Assists with other sales-related paperwork as needed. 

  • Develops strong relationships with internal business partners. 

  • Analyzes competition and competitive position.  Generates competitive information to sales staff on local market developments and prospects. 

  • Assists in development of customer sales strategies. 

  • Executes customer prospecting campaigns and monitors websites for posting of relevant RFPs.

  • Administers broker incentive programs. 

  • Ensures that all data is maintained in an up-to-date and accurate manner in Salesfoce.com.  Evaluates and proposes ways to use the tool more effectively.  Generates reporting and analysis from the tool.   

    Experience:

    • Insurance industry, customer service, or marketing experience preferred. 

    • College degree or equivalent experience

    To apply please send your CV with a covering email to:  agbrecruitment@aetna.com

    Updated 27 June 2014

Middle East

MAT - Service Delivery Lead, Dubai

Job title: MAT - Service Delivery Lead            
Location: Dubai  

Key Job Responsibilities:

  • Line management of a team of Case Management Associates delivering a market leading Assistance and Pre-authorisation Service. 

  • Manage the daily handover and allocation of workload within the team.  Monitor workflows regularly throughout the shift and conduct daily review of caseload to ensure swift progression.

  • Monitor Key Performance Indicators of team in order to ensure consistent achievement of all Service Level Agreements.

  • Ensure effective communication and collaboration with Clinical Case Managers on a daily basis.

  • Identify training needs within the team through robust quality assurance processes and deliver regular coaching sessions to ensure continuous improvement.

  • Maintain close oversight or control of high dollar, logistically complex or challenging cases ensuring appropriate escalation takes place. 

  • Directly manage any complaints, undertaking investigation, service recovery, root cause analysis and reporting. 

  • Propose enhancements to systems and processes to maximize efficiency within the team.

  • Support the team during peak times by professionally managing inbound and outbound telephone, fax and email correspondence with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communication is maintained at all times.

  • Encourage a culture of fraud awareness ensuring any suspicions are appropriately escalated and investigated.  

  • Continually work to improve best practices procedures and standards.

  • Ensure compliance with requirements of regional compliance authority/industry regulator.

  • Adhere to international privacy policies, practices and procedures.

  • Strive to deliver consistently excellent customer service internally and externally.

To apply please send your CV with a covering email to:  agbrecruitment@aetna.com

Updated 15 August 2014

MAT - Case Management Associate, Dubai (3 positions)

Job title: MAT - Case Management Associate            
Location: Dubai   

Key Job Responsibilities:

  • Effectively perform and document audit activities in accordance with professional standards and Aetna’s audit methodology.

  • Working within the Member Assistance contact center, investigate, consider and pre-authorise treatment globally. 

  • Professionally manage inbound and outbound telephone, fax and email correspondence with customers, brokers, suppliers and all other interested parties ensuring that appropriate and timely communication is maintained at all times.

  • Complete eligibility verification, escalate medical information to Clinical Case Managers, determine coverage, identify discrepancies, and apply all cost containment measures including identification of opportunities for subrogation and recovery.

  • Triage and prioritise caseload considering urgency, geographical location and service level.

  • Take ownership for progression of own caseload, maintain communication, remove barriers, avoid delays. 

  • Follow appropriate escalation process for high dollar claims. 

  • Investigate claims for possible abuse and fraud.

  • May facilitate training and coaching when considered topic subject matter expert.

  • Escalate unresolved claims complaints and high costs claims to Service Delivery Leader for guidance.

  • Continually work to improve best practices procedures and standards. 

  • Ensure compliance with requirements of regional compliance authority/industry regulator.

  • Adheres to international privacy policies, practices and procedures.

  • Strives to deliver consistently excellent customer service internally and externally. 

Skills/Experience

Previous experience in a Clinical or Medical Assistance Environment highly desirable.

  • Proven telephone customer service experience.

  • Highly beneficial to have worked in an insurance environment.

 

To apply please send your CV with a covering email to:  agbrecruitment@aetna.com

Updated 15 August 2014

If you cannot find a suitable opportunity and would like to submit your resume for review, please send an email with with a cover letter and the country of interest to agbrecruitment@aetna.com

Last updated: 15 August 2014