Supvr, Sales SupportPrimary Location: Jacksonville, Florida
Additional Locations: FL-Jacksonville Apply
Responsible for the supervision of team tasked with meeting broker and plan sponsor service needs. Supports and consults with team by utilizing Aetna policy guidelines in accordance with identified key performance measures to ensure accuracy and customer satisfaction.
Supervises, mentors, and directs an organized team of Sales Coordinators to meet or exceed service requirements. Develops, trains, evaluates, and coaches staff to provide cost effective decisions regarding review of applications, commissions and contractual underwriting while ensuring operating standards are met. Continually assesses individual and team performance against key business objectives and provides candid and timely developmental feedback. Ensures policy and procedures associated with post implementation and on-going benefit administration services satisfy regulatory compliance requirements. Coordinates research efforts and resolution for revenue adjustment issues; ensures modifications are reported accordingly. Monitors and reports on the level of overall customer satisfaction against quality assurance, audit, and performance management initiatives; works to promote continuous process improvement relative to achieved results. Acts as a liaison between staff and other areas (management, plan sponsors, marketing, etc.) to communicate workflow results, ideas, and solutions. Establishes a clear vision aligned with company values; motivates others to balance customer needs and business success. Performs other related duties as assigned. Understands, applies and explains company services, product standards, ACA underwriting policies and guidelines, strategic direction and new initiatives relative to unit's responsibilities. Manages and/or participates on assigned projects and ensures project plans and/or work tasks are in alignment with overall goals. Analyzes problems or issues from different points of view to develop the optimal solution. Evaluates complex cases by identifying risks and recommending appropriate measures to manage risks while growing or retaining membership. Builds and maintains relationships with producers, sales force and other internal and external constituents.
2-4 years experience in Technical Support, Case Installation, enrollment and billing, or related area(s). Knowledge of sales support functions is preferred. Demonstrated excellence and success in leading a highly complex customer service team. Ability to quickly identify and escalate issues impacting the team and the customer. Demonstrated expert understanding of the quote-to-claim installation process. Strong verbal and written communication skills and the ability to communicate effectively with all levels of management. Demonstrated ability to performance-manage employees in a high profile operational unit.
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
ADDITIONAL JOB INFORMATION
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidates'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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