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Supvr, Service Operations; Member Retention

Primary Location: Phoenix, Arizona
Additional Locations: AZ-Phoenix
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POSITION SUMMARY
The Supervisor will manage Associate Health Concierge employees who will contact Aetna Medicaid members regarding their enrollment status. The Supervisor is a high-energy manager who achieves customer satisfaction, revenue, membership and other relevant goals. Preference for bilingual proficiency (English and Spanish).

Fundamental Components:
Manages a staff of call agents who contact Medicaid members regarding their enrollment status. Achieves revenue, membership, and other goals.
Is able to work a standard work week, typically 9:30 am until 6:00 pm Monday through Friday. Ensures all calls are handled according to standards and requirements. Ensures training is administered effectively and employees are able to apply learning proficiently.
Trains, coaches, and supports employees, including conducting staff meetings and 1:1 individual meetings.
Ensures all reports, spreadsheets, and programs are completed timely and accurately.
Actively participates in meetings and supports objectives through required work products (agenda, notes, presentations, and reports).
Ensures all written work products and those of the direct reports are timely and error-free. Works well with other team members and supports the department through participation in department events and celebrations.

BACKGROUND/EXPERIENCE desired:
Customer service call center experience of at least five years.
Sales call center experience a plus.
Healthcare experience preferred.
Proven leadership skills managing high performance teams.
Speaks and writes very well.
Bilingual proficiency (English and Spanish) highly preferred.

EDUCATION
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.

FUNCTIONAL EXPERIENCES
- Customer Service/Customer Service - Member Services - Traditional products/4-6 Years
- Sales & Service/Sales administration, support, reporting/1-3 Years
- Leadership//4-6 Years

ADDITIONAL JOB INFORMATION
Competitive compensation.
Annual bonus program.
Excellent fringe benefit program, including 401(k) plan.
Excellent learning center and educational resources.
Facility has a cafeteria and a fitness center.
Free covered parking.
Pleasant work environment and excellent coworkers.

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.

Click To Review Our Benefits (PDF)

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