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Supervisor - Provider Contact Center - 66116BR

Primary Location: Cranberry, PA
Additional Locations: PA-Cranberry
office based position: 120 E Kensinger Drive Cranberry, PA not open to telework (WAH)

This position is responsible for the overall supervision and development of Customer Service employees in our call center. The Customer Service Supervisor position manages, supports, develops, trains and motivates our workforce to provide exceptional customer service experiences. We seek to build and maintain a high-performing, inclusive work environment that is customer-focused, courteous, empathetic and professional

Fundamental Components:
• Develops, motivates, evaluates, and coaches staff on work procedures, proper call handling, and delivering excellent customer service. • Is visible and readily available to staff to answers questions, monitor calls, and give on-going feedback • Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards. • 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. • Removes 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 customer data, identifies trends, and issues. Recognizes and acts on the needs to improve customer satisfaction and employee results. Clearly identifies what must be accomplished for successful completion of business objectives. • Effectively applies and enforces Aetna HR policies 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.


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.

Required Skills:
General Business - Communicating for Impact, Leadership - Collaborating for Results, Leadership - Driving Change

Desired Skills:
Leadership - Engaging and Developing People

Functional Skills:
Customer Service - FE Customer Service - Provider - Traditional, Management - Management - Multifunctional management: < 25 employees

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
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.

Click To Review Our Benefits (PDF)


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