Our goal is to hire ambitious people. Tell me about a time you went the extra mile, even when it may not have been required or asked of you.
To achieve their mission of putting people at the center of everything they do, Aetna makes their decisions and works with integrity, caring, excellence and inspiration. All four of these qualities lead to going the extra mile for customers and stakeholders, and your interviewer wants to make sure you fit with Aetna's culture of service in this sense.
"My manager asked me to review a spreadsheet of providers to make sure they were credentialed properly at a certain medical facility. Upon looking at the spreadsheet, I noticed many errors in the spelling of people's names and fields on the document that didn't make sense. Instead of just making sure they had all the missing pieces of the credentialing process, I cleaned up the entire spreadsheet so everything was accurate and the reports had the correct data. My manager was very happy for the extra time I took because it likely saved a lot of trouble and questions from others in the end."
When answering, highlight examples where you went that extra step without being asked. Explain why doing so was important and what end goal was achieved by you taking the time and effort beyond what was normal.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
We had a CSR who was struggling with her quality. She had been with the company for a long time and this seemed unlike her. I monitored her for a while and realized that she didn't know how to use the computer program correctly and was missing a lot of information that was there for her. We both worked at home. She lived about an hour away from me. I drove to her house and spent the day sitting with her while working and showed her how to use the system. She was super grateful and her quality turned around immediately.
Amanda's Feedback
Excellent! It sounds like any team would be lucky to have you on board. This is a perfect example of going the extra mile that will make you a very memorable candidate.
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