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A1A Customer Service Supervisor

Primary Location: High Point, NC
Additional Locations: NC-High Point
A1A is a fully integrated population health and customer service solution for large plan sponsors. Our embedded and customer-dedicated service, clinical, and rising risk pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our white-glove service and end-to-end ownership of member support creates a trusted partner in health. We are the premiere service and clinical offering for Aetna nation-wide and create industry-leading solutions for our customers and members.

The A1A Customer Service Supervisor is responsible for the daily activities and supervision of a team of employees supporting business segment functions, including but not limited to customer service and provider advocates. Responsible for the quality, efficiency and effectiveness of own team, identifying and resolving routine problems. Sets priorities for and coaches employees to meet goals.

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.
  • Establishes clear vision aligned with company values; motivates others to balance customer needs and business success. Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or service center.
  • 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.
  • Leverages the unit's resources to resolve plan and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions.
  • 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 policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

Background Experience:
  • 3 - 5+ years’ experience in managing high volume transaction processing.
  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.
  • Proven strong leadership skills managing large high performance teams.
  • White glove (type) Customer Care Experience Preferred.
  • Call center customer service experience.

Required Skills:
General Business - Communicating for Impact, Leadership - Collaborating for Results, Service - Creating a Differentiated Service Experience

Desired Skills:
Leadership - Creating Accountability, Service - Handling Service Challenges, Service - Working Across Boundaries

Technology Experience:
Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft Word

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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