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Client Advocate Leader

Primary Location: Phoenix, AZ
Additional Locations: AZ-Phoenix
Maintains oversight of Client Advocate team, including but not limited to customer service, claim, provider services, complaints, grievances, and appeals, implementation, and/or plan sponsor operations. Executes Meritain Health strategic and operational plan in support of National Accounts objectives and initiatives. Plans, directs and implements procedures that will assure a high level of customer access and satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. Manages a team of professional employees.

*Can be a Telework role but must reside in the Western Time zone

Fundamental Components:
Grow your career by leading a team of professionals responsible for ensuring client satisfaction for Meritain's National and Advocacy accounts. Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary. Develops and maintains strong collaborative relationships within operations as well as account management and sales

Develops, trains, evaluates and coaches staff to provide cost effective customer service while ensuring quality standards and client expectations are met. Assess individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensures training needs are met.

Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to the future to create quality products, services, and solutions. Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together.

*Can be a telework role but must reside in the Western Time zone

Background Experience:
Experience in managing high expectation clients and professionals who serve them. Demonstrated negotiation skills. Proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes. Healthcare experience preferred. Customer service experience. Bachelor's degree in a closely-related field, or equivalent combination of education and experience.

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.

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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