Aetna Supvr, Customer Service in Arlington, Texas

Req ID: 43217BR

POSITION SUMMARY

This is an office based position located in the Arlington, TX office. No WAH option at this time.

Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.

Fundamental Components:

Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback. (*)

Utilizes available incentive programs to reward, recognize and celebrate team and individual successes. (*)

Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards. (*)

Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands. (*)

Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives. (*)

Remove barriers to job performance and ensures regulatory compliance. (*)

Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together. (*)

Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions. (*)

Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives. (*)

Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

Exhibits the following Customer Service Supervisor Behaviors

BACKGROUND/EXPERIENCE desired:

2 years leading claim/customer service team.

Experience with claim/call center environment.

Technical skills.

Negotiation skills.

Well organized.

Prioritizes tasks effectively.

Problem solving skills.

Outstanding customer service skills are required.

Solid written and oral communication

Solid leadership skills including staff development.

EDUCATION

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

FUNCTIONAL EXPERIENCES

Functional - Customer Service/Management: < 25 employees/1-3 Years

Functional - Customer Service/Customer service - transaction based environment/1-3 Years

DESIRED SKILLS

Leadership/Creating a World Class Workforce/ADVANCED

Leadership/Engaging and Developing People/ADVANCED

Leadership/Creating Accountability/ADVANCED

ADDITIONAL JOB INFORMATION

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Customer Service