Supervisor/Customer Service for Aetna in Bismarck, ND 58503
More about the Job:
POSITION SUMMARY
Responsible for the overall supervision of Customer Service employees and for achieving superior member performance through an integrated process of operational, quality, medical cost, claim and resource management while meeting and/or exceeding member, plan sponsor and provider expectations. Accountable for member satisfaction, retention, and growth by efficiently delivering competitive services to members.Fundamental Components:
The candidate must have a strong track record of success in customer service leadership while exhibiting excellent oral and written communication skills. The ideal candidate must have strong business and organizational knowledge and be well organized. This position requires multi-tasking, problem solving skills and the ability to manage multiple priorities, tasks & fluctuation deadlines. Must demonstrate exceptional interpersonal skills, professionalism and customer service orientation. 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. 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. Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions. Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. Actively supports business continuity planning and ensures preparedness at all times.
Keeps Manager informed of assignments and progress.BACKGROUND/EXPERIENCE desired:
2 years leading claim/customer service team.
Experience with claim/call center environment.
ACAS experience preferred. IDX experience a plus.EDUCATION
The highest level of education desired for candidates in this position is a Associate’s degree or equivalent experience.FUNCTIONAL EXPERIENCES
Functional – Customer Service/Customer Service – Member Services – HMO products/4-6 Years
Functional – Customer Service/Customer Service – Member Services – Traditional products/4-6 Years
Functional – Customer Service/Management: < 25 employees/1-3 Years Functional - Leadership/Act as company spokesperson to external constituents/1-3 Years Functional - Communications/Employee communications/1-3 Years TECHNOLOGY EXPERIENCES Technical - Aetna Applications/Aetna Strategic Desktop Reporting/1-3 Years/End User Technical - Desktop Tools/Microsoft PowerPoint/1-3 Years/End User Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User Technical - Desktop Tools/TE Microsoft Excel/1-3 Years/End User REQUIRED SKILLS Maximizing Work Practices Collaborating for Results Engaging and Developing People DESIRED SKILLS Creating Accountability Driving Change Creating a Differentiated Service Experience https://sjobs.brassring.com/TGWebHost/jobdetails.aspx?jobId=42723&partnerid=25276&siteid=5012&codes=BR_INDS
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