Aetna Supervisor, Engagement Team in New York, New York
Req ID: 57313BR
This position will be in office at:
One Soho Square
223 Spring St. New York, NY
We are building an exciting new clinical and member engagement program at Aetna. Aetnas' Next Best Action (NBA) initiative is a member-centric program, designed to help members across all life stages achieve their best health, in their own way. The NBA Engagement Team Supervisor will oversee an outbound case management call team made up of NBA Engagement Specialists dedicated to NBAs. The NBA Engagement Team Supervisor will be responsible for the oversight of local NBA Engagement Specialists tasked with direct member outreach and engagement across a variety of topics, e.g., site of care recommendation, preventative screenings, and enrollment in tech-driven behavior change pilots. The NBA Engagement Team Supervisor will support and manage the NBA Engagement Specialists, to meet key performance measures of customer satisfaction and behavior change, while following all Aetna policies and guidelines. The NBA Engagement Team Supervisor will also be responsible to develop and sustain a team culture anchored in Excellence and Agile mindsets. The NBA team is poised to deliver $10+ MM of impact annually, by deploying best-in-class customer-focused professionals, supported by exemplary technologies and processes.
Supervises, mentors, and team of 10-20 local NBA Engagement Specialists to meet or exceed service requirements and behavior change targets for each Next Best Action. Under the general direction of senior management, implements strategic and tactical plans in support of achieving targeted business objectives related to customer satisfaction, superior account management, and cost-effective service delivery. Contribute thought leadership to overall strategy for NBA team, including roadmap, yearly business case/budgeting, and expansion plans for 2019-2020 and beyond Establishes and maintains strong, collaborative relationships with Analytics colleagues, and other cross-regional or inter-departmental Operations areas to ensure all processes and workflow interdependencies are identified and addressed on an on-going basis. Influences new membership growth and existing membership retention by implementing strategic member services or plan sponsor service initiatives. Monitors and reports on customer satisfaction, quality assurance, audits, performance measures, and continuous process improvement. Identifies and analyzes the impact from both upstream and downstream contributors and partners extensively across business functions to proactively resolve developing service delivery issues. Employs rigorous financial and value-based analysis to manage and enhance department profitability. Partner with Analytics and Technology colleagues to deploy Tech and process improvements, aligned with Agile operating model. Continually assesses Next Best Action Engagement Specialist and team performance against key business objectives. Provides candid and timely developmental feedback. Performs other related duties as assigned.
-5 years experience in Technical Support, Inside Sales, B2B Sales, Case Installation, Enrollment and Billing, or related area(s).
Knowledge of sales support functions is preferred.
Demonstrated excellence and success in leading a highly complex customer service team.
Ability to quickly identify and escalate issues impacting the team and the customer.
Excellent negotiation and collaboration skills, with the ability to communicate effectively with all levels of management and staff.
Demonstrated knowledge of call center principles, metrics, and applications.
Demonstrated ability to performance-manage employees in a high profile operational unit.
Strong organizational skills, including effective verbal and written communications skills.
Impact-oriented mindset, and enthusiasm working in a fast paced, Agile team environment, co-located in a Hub with data scientists and marketing colleagues
Bilingual (Spanish) preferred.
Flexibility to be on call occasional nights and weekends outside of standard business hours which can span from 8:00 am 11:00 pm.
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
ADDITIONAL JOB INFORMATION
This is an in office position located within the Aetna Building in New York, NY (SoHo). This role is a unique opportunity to work closely with our Analytics and Behavior Change (AB&C) team. A&BC data scientists deploy innovative analytics techniques to identify members who would most benefit from telephonic outreach across a variety of health actions. They partner closely with the Aetna Operations teams to activate NBAs through this dedicated NBA team, synched with additional channels, e.g., email, direct mail, SMS, IVR, mobile, and social media.
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 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.