Aetna Manager, AetnaOne Advocate (16) in New Albany, Ohio

Req ID: 49323BR

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. The AetnaOne Advocate Team Manager will be responsible for leading a co-located team of 18 associates dedicated to our premium customers,with lifeline access to subject matter experts for things such as: eligibility, provider network, nutrition, Rx & benefit coordination.

Fundamental Components:

As an AetnaOne Advocacy Manager, you will be responsible for strategically leading and tactically managing a team of 18 Member Advocates. As the leader of your team, you will be held accountable to:

  • Actively participate in the training program to ensure staff are well equipped to provide proactive and inspiring service to our members

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

    • 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

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

    • 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

    • 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+ years experience in managing high volume transaction processing, project delivery, production, systems analysis and program development

    • Healthcare experience preferred

    • Customer service experience

    • Multiple years proven management experience in executing business strategy and influencing change that resulted in quantifiable positive outcomes

    EDUCATION

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

    LICENSES AND CERTIFICATIONS

    Customer Service/ is desired

    Management/ is desired

    Communications/ is desired

    Leadership/ is desired

    FUNCTIONAL EXPERIENCES

    Functional - Management/Management - Customer Service/4-6 Years

    Functional - Communications/Management: < 25 employees/4-6 Years

    Functional - Administration / Operations/Management: < 25 employees/4-6 Years

    TECHNOLOGY EXPERIENCES

    Technical - Desktop Tools//4-6 Years/

    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.

    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.

    #LI-DT1

Job Function: Customer Service