Aetna Supvr, Customer Service in Phoenix, Arizona

Req ID: 38076BR

POSITION SUMMARY

Supports a positive experience when Medicaid members contact the After Hours Call Center. Supports the Medicaid health plans in the achievement of performance metrics and standards.

Fundamental Components:

Serves as one of several supervisors in the After Hours Call Center in Phoenix. Supports the achievement of call center metrics and standards, including performance and quality standards. Supports and productively collaborates with Medicaid health plans to achieve business objectives. Participates in the staff recruiting, hiring, and training programs. Effectively manages a team of customer service representatives and fosters a high functioning team environment. Actively supports the management team, and completes all assignments timely and accurately; attends and actively participates in management meetings. Supports all Aetna compliance, ethics, and HR programs and embraces the Aetna Way. Works collaboratively with all business units, including Workforce Management. Monitors, analyzes, and reports on trends and other issues of interest. Creates and maintains procedures, job aids, and other documentation. Effectively manages cross-functional teams and projects to achieve business objectives. Conducts productive staff meetings, one-on-one sessions, and the mid-year and annual performance evaluations. Actively supports business continuity planning and ensures preparedness at all times. Keeps Manager informed of assignments and progress.

EDUCATION

5+ years in a customer service environment, preferably significant experience in a customer service call center Progressive positions of responsibility, including supervisory experience with direct reports Experience in health care, health insurance, Medicare and/or Medicaid programs Ability to set and achieve goals and deadlines Excellent communication skills (oral and written)

FUNCTIONAL EXPERIENCES

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

Functional - Leadership/Lead significant enterprise-wide initiative/1-3 Years

Functional - Underwriting/Management: < 25 employees/1-3 Years

Functional - Human Resources/Employee relations - Employee consulting/1-3 Years

REQUIRED SKILLS

Leadership/Engaging and Developing People/ADVANCED

DESIRED SKILLS

Leadership/Creating a World Class Workforce/ADVANCED

ADDITIONAL JOB INFORMATION

Growth opportunities.

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.

Job Function: Customer Service