Aetna Supvr, Customer Service in Amherst, New York
Req ID: 54796BR
Responsible for the overall supervision of Customer Service employees in the Call Center. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork to deliver excellent customer service. Maintains a visible presence and is available to staff to answer 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 provides candid and timely feedback regarding developmental training needs; includes completion of monthly and annual scorecards.
Monitors all performance metrics 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, 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 policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
All other duties as deemed necessary to the job function.
2 years leading a claim/customer service team in a production environment.
Highly proficient computer skills.
Well-organized and able to effectively prioritize daily workload.
Excellent multi-tasking abilities.
Outstanding customer service skills
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
Functional - Management/Management - Operations/4-6 Years
Functional - Administration / Operations/Management: < 25 employees/4-6 Years
Functional - Customer Service/Customer service - production environment/4-6 Years
Technical - Desktop Tools/Microsoft Outlook/4-6 Years/End User
Technical - Desktop Tools/Adobe Acrobat Suite v5/4-6 Years/End User
Technical - Desktop Tools/Microsoft Word/4-6 Years/End User
Technical - Desktop Tools/TE Microsoft Excel/4-6 Years/End User
Leadership/Creating a World Class Workforce/ADVANCED
Leadership/Fostering a Global Perspective/ADVANCED
Service/Creating a Differentiated Service Experience/ADVANCED
General Business/Communicating for Impact/ADVANCED
Leadership/Collaborating for Results/ADVANCED
Service/Demonstrating Service Discipline/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 candidates'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
Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.