Aetna MD MCD Manager Member Services in Linthicum, Maryland

Req ID: 42787BR

POSITION SUMMARY - Candidates must be able to work out of the Linthicum MD office.

The Manager, Member Services maintains oversight of functions in local service center. Executes local strategic and operational plan in support of business segment customer service objectives and initiatives. Plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Manages a team of professional employees and/or supervisors.

Fundamental Components:

Responsibilities include: Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary. Develops and maintains strong collaborative relationships within operations as well as with patient management, Sales and Marketing, Underwriting, Utilization Management, and network management in establishing appropriate service level agreements. Develops, trains, evaluates, and coaches staff to provide cost effective claim processing and claim and customer service while ensuring that quality standards are met Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to the future to create quality products, services, and solutions Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers Collects, analyzes and reports on operations information in support of process, systems, and policy redesign. Effectively manages cross-functional projects that support the business strategy.


5+ years experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development. Healthcare experience preferred. Customer service experience required.


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


Functional - Customer Service/Customer service - production environment/4-6 Years

Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/4-6 Years

Functional - Management/Management - Customer Service/1-3 Years

Functional - Administration / Operations/Management: < 25 employees/1-3 Years


Technical - Desktop Tools/TE Microsoft Excel/4-6 Years/End User

Technical - Desktop Tools/Microsoft Word/4-6 Years/End User

Technical - Desktop Tools/Microsoft SharePoint/4-6 Years/End User

Technical - Desktop Tools/Microsoft PowerPoint/4-6 Years/End User


Additional background, experience, knowledge and skills: • Negotiation skills and well organized • Proficiency with MS Office Suite, Excel, Word, PowerPoint, Share Point, Outlook, etc. • Prioritizes tasks effectively • Problem solving and critical thinking skills • Strong project management skills (financial, analytical, planning and implementation) • Demonstrated leadership skills • Business knowledge including health care • Highly organized and able to quickly prioritize multiple assignments with high quality results • Ability to handle diverse assignments and juggle multiple priorities with ease • Exceptional communications skills including ability to interact with a variety of external and internal audiences including senior management • Experience with staff selection and development. Multiple years proven leadership experience managing a team, setting strategic direction and influencing change that resulted in quantifiable positive outcomes.

Are you ready to join a company that is changing the face of health care across the nation? Aetna Better Health of Maryland is looking for people like you who value excellence, integrity, caring and innovation. As an employee, you’ll join a team dedicated to improving the lives of the most vulnerable in our population. Our vision incorporates community-based health care that works. We value diversity. Align your career goals with Aetna Better Health of Maryland, and we will support you all the way.

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