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Manager, Client Management - 62437BR

Primary Location: Plantation, FL
Additional Locations: FL-Plantation
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Description:
Manage and motivate team of client-based associates dedicated to handling member and plan sponsor inquiries with the highest level of integrity, caring and accountability. Lead root cause analysis to identify emerging issues collaborating with service operations teams to remove barriers to advance work, and reinforce innovation with improved workflows. This will improve the customer experience and reinforce the value of our dedicated onsite teams. Additionally, the Manager will expand the training and development of the dedicated onsite teams.


Fundamental Components:
  • Develops and implements strategic plan for assigned customers, recognizing the customer’s unique business challenges and objectives.
  • Creates and executes overall strategy that provides direction for the enterprise-wide support teams within Aetna that service the customer.
  • Develops ongoing training curriculum for client-based associates reinforcing compliance, process improvements, best practices and strengthening team collaboration.
  • Serves as business owner supporting the financial strategy associated with the customer that includes short-term and long-term strategies to maximize profitability.
  • Facilitates effective, consultative, relationship-based cross-selling.
  • Where applicable, works with sales in supporting RFP and cross-sale opportunities and implementation of new products.
  • Monitors financial/profitability/usage targets for Performance Guarantees, IVR and Auto Adjudication.
  • Ensures proactive analysis of customer’s utilization reports and other key data points to better understand factors driving plan results; create actionable improvements that address specific needs and build a stronger relationship.
  • Supports leadership providing oversight to effective case installation planning, management, and process improvement.
  • Recruits, develops and retains a diverse workforce.


Background Experience:
  • 8-10+ years health insurance industry and account management experience required
  • Experience with Public and Labor sector preferred
  • Multi-functional experience, e.g., Consulting for Solutions, Project Planning/Management, Driving Strategic and Organizational Agility
  • Demonstrated experience handling root cause analysis and resolution; Collaborating for Results
  • Experience Engaging and Developing a team required
  • College degree or equivalent experience
  • Insurance license, as required by state law.
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Additional Job Information:
Managing and leading training for direct reports including attendance and time management. Address customers' concerns in a timely manner. Encourage customer feedback. Manage challenging situations that may affect customers. Identify customers’ needs and wants. Build long-term relationships with key clients. Collaborate with internal teams. Assist customers with their purchasing decisions. Travel locally and nationally to meet potential and existing clients. Stay on top of the latest industry trends. Negotiate with vendors to get better deals for customers. Pass leads to the sales and marketing team. Carry out customer satisfaction surveys. Write and submit reports to the client director and senior management.


Required Skills:
General Business - Consulting for Solutions, General Business - Demonstrating Business and Industry Acumen, General Business - Managing Sales Relationships, Leadership - Engaging and Developing People

Desired Skills:
Leadership - Collaborating for Results, Leadership - Creating Accountability, Leadership - Driving Strategic and Organizational Agility, Leadership - Engaging and Developing People

Functional Skills:
Sales & Service - Account Management

Technology Experience:
Aetna Application - TE Aetna Strategic Desktop

Education:
Insurance - Life, Health and Variable Annuity License

Percent of Travel Required:
25 - 50%

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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