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TX STAR+PLUS Supervisor, Member Services

Primary Location: Dallas, TX
Additional Locations: TX-Dallas, TX-Ennis, TX-Grand Prairie, TX-Greenville, TX-Irving, TX-McKinney, TX-Plano, TX-Terrell
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Description:
At Aetna Better Health of Texas, we are committed to helping people on their path to better health. By taking a total and connected approach to health, we guide and support our members so they can get more out of life, every day. We are looking for people like you who value excellence, integrity, caring and innovation. As an employee, you’ll join a team dedicated to improving the lives of Texas STAR+PLUS, STAR/CHIP, and STAR Kids members. We value diversity and are dedicated to helping you achieve your career goals.

This office based position is responsible for the overall supervision of Member Services employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.


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.
  • 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 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:
  • Associate's degree or equivalent work experience.
  • Experience with claim/call center environment.
  • 2 years leading claim/customer service team.
  • Computer literacy and demonstrated proficiency is required in order to navigate through internal/external computer systems, and MS Office Suite applications, including Word and Excel.
  • Solid written and oral communication skills.
  • Strong project management skills (financial, analytical, planning and implementation).
  • Solid leadership skills including staff development is preferred.
  • Outstanding customer service skills are required.
  • Strong organizational skills and ability to prioritize tasks effectively.
  • Negotiation skills.
  • Technical skills.
  • Problem solving skills.


Additional Job Information:
At Aetna Better Health of Texas, we are committed to helping people on their path to better health. By taking a total and connected approach to health, we guide and support our members so they can get more out of life, every day. We are looking for people like you who value excellence, integrity, caring and innovation. As an employee, you’ll join a team dedicated to improving the lives of Texas STAR+PLUS, STAR/CHIP, and STAR Kids members. We value diversity and are dedicated to helping you achieve your career goals.

Required Skills:
Leadership - Engaging and Developing People, Service - Creating a Differentiated Service Experience, Service - Handling Service Challenges

Desired Skills:
General Business - Communicating for Impact, Leadership - Creating Accountability, Service - Providing Solutions to Constituent Needs

Functional Skills:
Communication - Member communications, Customer Service - Customer service - production environment, Customer Service - Customer service - transaction based environment

Technology Experience:
Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft SharePoint, Desktop Tool - Microsoft Word, Desktop Tool - TE Microsoft Excel

Potential Telework Position:
No

Percent of Travel Required:
0 - 10%

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

Benefit Eligibility:
Benefit eligibility may vary by 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.

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