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Supervisor, Business Project Management

Primary Location: Sandy City, Utah
Additional Locations: UT-Sandy

Supervise and support the overall operation of Aetna’s Medicare STARs outbound customer service team. Partner with the STARS team to outline each outbound campaigns goals and objectives. Manage to all goals and metrics requirements and retention outreach campaigns to members/providers. Meet/exceed all metrics associated with all outbound programs. Accountable for the development, implementation and ongoing management of more complex projects which typically impact more than one of the follow: process, system, product and/or function and may run a year in duration.

Fundamental Components:
Responsible for managing outbound campaigns; ensuring satisfaction through prompt, accurate and careful handling of outbound campaigns and member follow-up deliverables. Assists with complex questions and customer interactions. Performs quality audits and provides feedback based on the results of the audits. Acts as liaison between staff and other areas, including management, communicating workflow results, ideas and solutions. Completes various business reports, including tracking, trending and metrics. Works with manager to allocate resources to meet volume and performance standards, including targeted metrics. Responsible for teams Standard Operating Procedures, with a focus on process improvement. Working with manager, builds a cohesive team. Initiates and maintains partnerships with others throughout the organization. Encourages cooperation by promoting common goals and building trust. Inspires, supports, and initiates cross-functional activities. Contribute to work flow review/distribution. Cross trained to serve as back up to manager. Provides input on business plan to achieve business goals. Proactively leads assigned project by creating project timeline, identifying key milestones and additional resources needed to successfully complete the work. Assists with the management of internal relationships, processes and performance drives (in some cases relationships may be external). Negotiates to obtain additional resources (may be cross functional/segment). Responsible for the budget and/or financial implications of the project. Identifies issues that may stall project and works with manager to address them. Tracks progress and communicates project status on a regular basis to all impacted parties. Builds communication plan for implementation to ensure all impacted parties (up stream/down stream) are informed of next steps for completion. Acts as an advocate for change may require influencing others to see the value in project. Group facilitation/presentation influencing various internal (these may be cross-functional/segment) may also include external parties. May coach or mentor others by providing work direction. May solicit and evaluate internal and external customer feedback to enhance continuous quality improvement. May identify gaps and recommend enhancements related to new and/or existing products, services and workflows based on broad view of the organization. Develops recommendations based on complex data and root cause analysis. May serve as a Subject Matter Expert.

Background Experience:
2 years leading claim/customer service team. Experience with claim/call center environment. Medicare experience preferred. Healthcare experience required.

Additional Job Information:
Ability to communicate effectively with management.Ability to work collaboratively within work teams.Excellent verbal and written communication skills.Strong organization skills.

Required Skills:
Leadership - Collaborating for Results, Service - Creating a Differentiated Service Experience, Service - Providing Solutions to Constituent Needs

Desired Skills:
General Business - Communicating for Impact, Leadership - Developing and Executing Strategy, Leadership - Engaging and Developing People

Functional Skills:
Customer Service - Customer Service - Member Services - HMO products, Customer Service - Customer service - production environment

Potential Telework Position:

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 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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