Aetna Inc.

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Supervisor, Customer Service

at Aetna Inc.

Posted: 10/9/2019
Job Reference #: 69410
Keywords: call center

Job Description

Job Description
Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.


Job Group
Customer Service

Full or Part Time
Full Time

Supervisory Responsibilities

Percent of Travel Required
0 - 10%

Posting Job Title
Supervisor, Customer Service

Potential Telework Position

Additional Locations
NC-High Point

Primary Location (City, State)
NC-High Point

EEO Statement
Aetna is an Equal Opportunity, Affirmative Action Employer

Resource Group

Additional Job Information
Solid written and oral communication skills. Strong project management skills (financial, analytical, planning and implementation). Solid leadership skills including staff development. Outstanding customer service skills are required. Prioritizes tasks effectively. Well organized. Negotiation skills. Technical skills. Problem solving skills.

Fundamental Components
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.Monitors all performance measures 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, all segments, provider teams, etc., 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 polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

Background Experience
Experience with claim/call center environment.2 years leading claim/customer service team. Associate's degree or equivalent work experience.

Required Skills
General Business - Communicating for Impact, General Business - Consulting for Solutions, General Business - Turning Data into Information, Leadership - Collaborating for Results, Leadership - Creating Accountability, Service - Handling Service Challenges, Service - Working Across Boundaries

Desired Skills
General Business - Ensuring Project Discipline, General Business - Maximizing Work Practices, Leadership - Driving Change, Service - Creating a Differentiated Service Experience

Minimum Functional Experience
Communication - Management: < 25 employees, Customer Service - Call center monitoring & analysis - Inbound calls - call center location, General Management - Process & quality improvement

Minimum Technical Experience
Aetna Application - Aetna Total clinical View, Call Management - CMS, Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft PowerPoint, Desktop Tool - Microsoft Word, EDI - EDI

Benefits Program
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information
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.