Aetna Manager, AetnaOne Advocate in New Albany, Ohio

Req ID: 42761BR

Do you have an analytical & process-oriented mindset with a passion for service & strong empathy for our members? Then this is the role for you!

POSITION SUMMARY

AetnaOne Advocate will help members by leveraging Aetna's deep understanding of individual needs and combine it with unparalleled knowledge of our clinical network. AetnaOne Advocate provides a simple, powerful & proactive member experience that starts with their own advocate team. A co-located team of clinical & member service advocates will provide individual service to our premium customers employees. This dedicated team provides end-to-end support to achieve the members health ambition. We are building a world class advocacy program whereby we join members on their journey and provide a personalized plan & dedicated team to achieve their health ambitions.

The AetnaOne Advocate Team Manager will be responsible for leading a co-located team of 18 associates dedicated to our premium customers. Each team will consist of member advocates & clinical staff (matrix reporting); with lifeline access to subject matter experts for things such as: eligibility, provider network, nutrition, Rx & benefit coordination. In the AetnaOne Advocate program the member is dedicated to the same advocate team for the life of their membership & when there is a significant or persistent need the member will be routed to the same individual member advocate for each interaction.

Our organization is currently selling the AetnaOne Advocate product for an October 2017 Open Enrollment period and a January 2018 launch.

Fundamental Components:

  • Create detailed plans, activities and roadmap for a successful launch and implementation of the AetnaOne Advocate product

  • Select and hire team members using criteria that identifies candidates that will thrive in the member-centric focus and experience our members deserve

  • Implement a training program and train staff to provide proactive and inspiring service for our members

  • Achieve key metrics of engagement such as Net Promotor Scores (NPS), clinical involvement, steerage, reduced hassle factors, health ambitions and medical trend

  • Identify avenues to engage your way by capturing members preference to enable us to engage via cell, email, text or other digital channels

  • Instill a culture of accountability and ownership for resolving member issues

  • Create a continuous and effective advocacy feedback loop in order to quickly learn from our member experiences and implement new programs immediately

  • Use data analytics to drive an enhanced member experience

    Identify opportunities for product enhancements

  • Responsibility for developing and administering budgets, schedules, and performance standards for your advocacy team

  • Use technology to create efficiencies to better serve our members and ease their burden when dealing with us

  • Develop programs and outreach to proactively serve our members in the effort of creating life- long value

  • Must effectively partner with internal Aetna stakeholders and remove organizational barriers and support cross-functional work required to achieve business and enterprise results

  • Develops a culture and organization that attracts, selects, and retains high caliber, diverse talent that is able to successfully achieve or exceed business goals

  • Builds a cohesive team that works well together and across other business segments

  • Develops a culture and organization that attracts, selects, and retains high caliber, diverse talent that is able to successfully achieve or exceed business goals

  • Builds a cohesive team that works well together and across other business segments

    BACKGROUND/EXPERIENCE desired:

  • 5-10 years experience or equivalent education & experience in leading member-facing teams

  • Experience building teams from the ground up dedicated to consumer-centric program or product offering, ability to hire top talent & performance manage/coach associates

  • Experience leading a team charged with end-to-end customer resolution

  • Ability to plan, develop, lead & manage multiple projects

  • Experience with Service without Borders ideology

    EDUCATION

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

    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