Aetna Manager, Service Operations in High Point, North Carolina

Req ID: 50556BR

POSITION SUMMARY

Aetna One Advocate will help members by leveraging Aetnas deep understanding of individual needs and combine it with unparalleled knowledge of our clinical network. Aetna One Advocate provides a simple, powerful and proactive member experience that starts with their own advocate team. We do this by using a co-located team of clinical and member service advocates to 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 and dedicated team to achieve their health ambitions.

The Aetna One Advocate Manager will be responsible for leading a co-located team of 18 advocates dedicated to our premium customers. Each team will consist of member advocates and clinical staff (matrix reporting); with lifeline access to subject matter experts for things such as: eligibility, provider network, nutrition, pharmacy and benefit coordination.

It is imperative that we deliver a differentiated level of service unparalleled in healthcare. We expect our teams to build a member experience offering that changes the definition of engagement and service in the healthcare industry.

Fundamental Components:

  • Responsible for the daily activities and supervision of a team of employees supporting customer service operations; responsible for the quality, efficiency and effectiveness of their team, identifying and solving routine problems

  • 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

  • Establishes clear vision aligned with company values; motivates others to balance customer needs and business success

  • Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or service center

  • 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

  • Leverages the unit's resources to resolve inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions

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

  • 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

  • Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals

  • Builds a cohesive team that works well together

    BACKGROUND/EXPERIENCE desired:

  • 3-5 years experience in customer service or customer relationship operations

  • Healthcare experience preferred

  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes

  • A passion for service; strong empathy for our members

  • Proven strong leadership skills managing large high performing teams

    EDUCATION

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

    FUNCTIONAL EXPERIENCES

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

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

    FunctionalExperience/FunctionalFocus/1-3 Years

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

    TECHNOLOGY EXPERIENCES

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

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

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

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

    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.

    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.

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Job Function: Customer Service