Supervisor, Service OperationsPrimary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix Apply
61703Fundamental 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, claim 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 processingMultiple 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.Healthcare experience preferred.Customer service experience. Bachelor's degree in a closely-related field, or equivalent combination of education and experience.Advanced degree preferred. Required Skills: General Business - Communicating for Impact, General Business - Maximizing Work Practices, Leadership - Anticipating and Innovating, Leadership - Collaborating for Results, Leadership - Creating Accountability, Leadership - Driving Change Desired Skills: General Business - Applying Reasoned Judgment, General Business - Maximizing Work Practices, General Business - Turning Data into Information Functional Skills: Administration / Operation - Data Entry, Claim - Claim processing - Medical - Medicare, Claim - Claims Administration - coordination of benefits (COB) verification, Claim - Claims Administration - cost management, Claim - Management: > 25 employees Technology Experience: Aetna Application - QNXT, Database - SQL Server, Desktop Tool - Microsoft Outlook, 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. 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
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