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Parent died with accounts at Fidelity Investments. FYI Fidelity made one of the hardest periods of my life worse—“lost” documents, inconsistent policies, four days to respond to an email, non-communication between teams, outright lies. I don’t know how an organizational process can be so mismanaged. They have literal interns (mis)handling the entire transfer process.
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“Tone policing is defined as "a conversational tactic that dismisses the ideas being communicated when they are perceived to be delivered in an angry, frustrated, sad, fearful, or otherwise emotionally charged manner." Managers striving to create a workplace based on equity and inclusion must understand how tone policing silences members of marginalized groups and allows discrimination to persist.” https://www-businessinsider-com.cdn.ampproject.org/c/s/www.businessinsider.com/how-to-identify-and-help-stop-tone-policing-in-workplace-2020-8?amp
I think that’s a normal reaction/feeling to have for the first few weeks on the phone, but you undoubtedly know more than you feel like you do right now and you’ll remember more than you think you will in the moment :). The biggest key to setting yourself up for success is getting really efficient at finding and using the right resources to help you keep all the information you need at your fingertips. Take deep breaths, take your time, and don’t be afraid to take charge of the conversation and if you need to, let the customer know “one moment, please, I’m going to confirm some information about your care”.
Focus on quality and accuracy in the beginning - speed and fluidity will come with time and experience.
I’ve been in the life insurance business for 25 years and I still don’t know everything. Insurance is a constant changing animal. My best recommendation is do your best and NEVER be afraid to say “I don’t know the answer to that but will be happy to consult with my peers and get an answer for you”
I wish you the best of luck! I was on the phones as a benefits advisor for 4 years at a dental insurance company. I’m sure the training is great at Aetna and you will know more than you think once you get on the phones. Just remember, everyone is human and we are all bound to make mistakes, but own up to them. Take it slow and just make sure you get the subscriber/member the correct information. Also, I feel like Aetna has great people working for them when ever I call (as a dental office). Just have confidence in yourself! You got this!