Aetna Customer Service Representative Reviews | Glassdoor

Aetna Customer Service Representative Reviews

Updated October 10, 2017
94 reviews

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Customer Service Representative

3.3
StarStarStarStarStar
Rating TrendsRating Trends
Recommend to a friend
Approve of CEO
Aetna Chairman, President, and CEO Mark T. Bertolini
Mark T. Bertolini
51 Ratings

Employee Reviews

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Pros
Cons
  • work life balance needs to improve (in 74 reviews)

  • Health benefits are poor especially for a health insurance company (in 64 reviews)

More Pros and Cons

  1. "Great company!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Salt Lake City, UT
    Current Employee - Customer Service Representative in Salt Lake City, UT
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Aetna full-time (More than 5 years)

    Pros

    Work at home available for some positions.
    Strives for work and life balance.
    Innovative in many aspects.
    Takes good care of members and stakeholders.
    Offers free health insurance to lower paid employees.
    Co-workers are very professional.

    Cons

    At times can be challenging to keep up with fast and unexpected changes.

    Advice to Management

    Some workflows could be simplified.


  2. "Busy"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Southfield, MI
    Former Employee - Customer Service Representative in Southfield, MI
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Aetna full-time (More than 10 years)

    Pros

    Flexible schedule with variety of options. Very understanding immediate supervisors. Multiple tasks using multiple systems. Variety of work load. Good employee incentives.

    Cons

    Bad health benefits options. Bad communication between departments with in the company. Bad pay increase. Lots of miscommunication between different businesses of the company

    Advice to Management

    Better choices of health insurance

  3. Helpful (4)

    "Disability customer service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Plantation, FL
    Current Employee - Customer Service Representative in Plantation, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Aetna full-time (More than 3 years)

    Pros

    401k, PTO 15 hours a month but that's pretty much it as far as the pros when it comes to Aetna

    Cons

    They do not care about their employees they don't care if you have a life after you leave your job they don't want to pay you ,we're understaffed we're overworked they don't want to give us our bonuses they don't want to give us raises, they expect you to give a hundred percent when they're not giving you anything in return this company has changed in the last two and a half years since New Management took over and it is the absolute worst

    Advice to Management

    My advice to management will be to learn how to manage the proper way understand that when the customer service representatives are taken care of, it trickles down to your customers learn how to take care of us and we'll take care of your customers


  4. Helpful (2)

    "Customer service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Medicare Customer Service Representative in Houston, TX
    Former Employee - Medicare Customer Service Representative in Houston, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Aetna full-time (More than 8 years)

    Pros

    Great pay, work stability, friendly staff and great hours. Job tools are effective

    Cons

    Quality is difficult to keep up with, constantly changing, benefits aren't the best

    Advice to Management

    Review occurrence policy


  5. Helpful (2)

    "Payflex is a horrible company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Fort Wayne, IN
    Former Employee - Customer Service Representative in Fort Wayne, IN
    Recommends
    Negative Outlook
    Approves of CEO

    I worked at Aetna full-time (More than 8 years)

    Pros

    I loved Aetna and then Payflex took over. Payflex is horrible and ruined the Aetna name. I miss Aetna horribly, customers and employees are the center.

    Cons

    I can't think of any downsides to Aetna

    Advice to Management

    Get rid of Payflex and get back to the wheel of Aetna.


  6. Helpful (4)

    "Always changing"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Manchester, NH
    Current Employee - Customer Service Representative in Manchester, NH
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Aetna full-time (More than 8 years)

    Pros

    Work at home. Work with a great team, great supervisor , good PTO time, will work with you if need a flexible schedule

    Cons

    Pay is low, always need OT on phones and it's hard to stretch and move around, always changing job expectations. Have to ask for vacation six months in advance. Being a CCR we are not kept up
    To date on what is happening.

    Advice to Management

    Remember their is more to Aetna than CT and management. Would be nic if they talked to the "lowly" workers


  7. "Great place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Bilingual Customer Service Representative in New Albany, OH
    Current Employee - Bilingual Customer Service Representative in New Albany, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Aetna full-time (Less than a year)

    Pros

    Caring environment and good training

    Cons

    None yet, but no job is perfect!

  8. Helpful (3)

    "Customer Service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative
    Current Employee - Customer Service Representative
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at Aetna part-time (More than 10 years)

    Pros

    Decent pay, benefits, health conscious company. If you work in Hartford or PA its probably better than elsewhere. The option to work at home is great, although they are now cutting back on this.

    Cons

    If you're in a smaller office, you tend to get overlooked. Also whenever there are layoffs, the front line staff are the first to go, despite numerous middle managers who seem completely unnecessary. They seem to be making strides at keeping talent, but historically haven't seemed to care much.

    Advice to Management

    Find better ways to cut costs than taking the easy way out of laying off front line staff. There are massive amounts of waste, duplication of work, unnecessary time consuming workflows, as well as systems that are technologically lagging, which all lead to decreased productivity which if eliminated could save many jobs. Also, do we need to have such a top heavy structure?


  9. "Amazing company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Franklin, TN
    Current Employee - Customer Service Representative in Franklin, TN
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Aetna full-time (More than 3 years)

    Pros

    I have worked here going on 4 years. It's a wonderful company who trains well. The supervisors actually listen to your input. You can easily move up in management.

    Cons

    The insurance they offer as benefits is not great. People who do not work for Aetna but has insurance through them have better insurance than I do.

    Advice to Management

    Management is wonderful. I have nothing but positive things to say!


  10. Helpful (5)

    "Not bad but not great!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Allentown, PA
    Current Employee - Customer Service Representative in Allentown, PA
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Aetna full-time (More than a year)

    Pros

    More offline time to handle tasks promised to the caller.
    Supervisors try to improve the quality of life.
    Opportunity for more enjoyable projects given if you put yourself out there.

    Cons

    Very hard to move around in the company. I'm over qualified for the positions I apply for and I am not given a glance. I've had my supervisor and other people read over my internal resumes to make sure they were good, but never given a chance.

    Off shore representatives mess up a lot of things and the stateside reps are always stuck cleaning up the mess. They transfer calls that are confusing to them instead of trying to learn how to handle them. If the Provider asks for a supervisor some of them will just transfer them to the states instead of getting their own supervisor. I even question the quality of the off shore supervisors because they seem to be just as clueless as the reps.

    Advice to Management

    The internal resume system is abysmal. When you have employees that feel like they're at a dead end it lowers moral. There are some positions that simply should not hire from the outside because customer service representatives deal with provider/member issues and we learn from that. Hiring us to handle ECHS and PDS would save more money than training people from the outside as we already use the systems they use we would simply need more advanced training on them. Less training time required and less mistakes improves efficiency.