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Executive Director, Mental Wellbeing Member Experience

Primary Location: Hartford, CT
Additional Locations: CA-Fresno, CT-Hartford, FL-Jacksonville, FL-Tampa, PA-Blue Bell, TX-Dallas, TX-San Antonio
Aetna’s Mental Wellbeing organization is looking for an Executive Director to lead our Member Experience organization. They will be responsible for curating a new, simplified member experience through creation and ongoing development of a service model that connects consumers to the appropriate solutions across the continuum of mental wellbeing.
They will lead a large organization that includes Clinical and Non-Clinical resources and be responsible for tying into our enterprise Wellbeing strategy through:
  • Development and delivery of a simplified service model that:
    • Integrates traditional behavioral health and employee-assistance program (EAP) solutions (and)
    • Addresses social determinants of health
    • Fosters partnerships with providers
    • Engages caregivers
Position Summary/Mission: The Exec Director develops and oversees the implementation and ongoing execution of the service operations and strategic business plans for Aetna’s Mental Wellbeing organization, including Behavioral Health (BH) utilization management, BH precert, Aetna 360 BH, Resources for Living (RFL) non-clinical, RFL clinical, BH Student Health operations , BH Medicare operations and teams focused on mental health conditions and populations. They will develop business area policies and procedures in support of financial, operational and service requirements for the businesses. Provides leadership to a significant portion of the Service Operations organization through multiple levels of managers.

Fundamental Components:
Responsible for the following functions:
  • Develops and directs long-range execution of the Service Operations strategic and operational business plans and programs for one or more functions which may include but are not limited to any combination of the following: Member Services, Organizational Risk Management Financial Analysis and metrics, 24/7 operations.
  • Develops, implements and monitors business plan to ensure achievement of goals and objectives across all departments.
  • Directs establishment and implementation of service standards for each location to ensure delivery of quality-focused, consistent, cost-effective service and administration.
  • Leads teams in multiple service center locations supporting functional areas of responsibility.
  • Accountable for leading staff in accordance with Aetna’s standards of leadership excellence.
  • Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs, budgets, and business success; challenges self and others to look to the future to create quality products, services, and solutions.
  • Develops an organization that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together and across other business segments.
  • Directs any activities associated with consolidation, reorganization, outsourcing or business transitions impacting service operations.
  • Analyzes and forecasts key financial drivers and makes recommendations for adjustments to budgets and business plans through effective use of forecasting tools.
  • Leads cost transformation efforts
  • Analyzes operational practices for effectiveness and practicality, while influencing a culture which is innovative in its approach to solutions.
  • Collaborates and partners with sales and marketing, other service operations leaders, other business areas across/within the segments and regions and within other centralized corporate areas to ensure all workflow processes and interdependencies are identified and addressed on an ongoing basis.
  • Supports sales and retention efforts through finalist presentations and engagements with clients, prospects, brokers and consultants, highlighting the member experience.
  • Ensures compliance outcomes are included in all plans and goals.

Background Experience:
Background/Experience Desired:
  • 15+ years’ experience in managing high volume transaction processing, financial management, project delivery, production, systems analysis and application program development.
  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.
  • Proven track record in managing multiple large, complex and integrated projects/programs/production with budget responsibility.
  • Demonstrated negotiation skills.
  • Proven strong leadership skills managing large, high-performing teams.
  • Healthcare experience preferred.
  • Experienced working with vendors.
  • Customer service experience.

Education/Certification Requirements:
Bachelor's degree or equivalent experience
MBA/Master’s degree preferred

Required Skills:
Finance - Delivering Profit and Performance, General Business - Maximizing Work Practices, Leadership - Developing and Executing Strategy, Leadership - Driving Change, Service - Creating a Differentiated Service Experience, Service - Working Across Boundaries, Technology - Leveraging Technology

Potential Telework Position:

Percent of Travel Required:
25 - 50%

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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