[Hiring] Medicaid Call Center Supervisor @4004 Aetna Medicaid Administrators

This description is a summary of our understanding of the job description. Click on ‘Apply’ button to find out more.

Role Description

Responsible for increasing member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.
• Overall supervision of Customer Service employees.
• Accountable for member/provider satisfaction, retention, and growth.
• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
• Visible and available to staff to answer 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 provides candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
• Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
• Removes 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.

Qualifications
• Demonstrated leadership abilities.
• Experience with inbound call center operations.

Requirements
• 2 years leading member/customer service team (preferred).
• Experience in a Medicaid and/or Medicare setting (preferred).
• Bachelor’s Degree or equivalent work experience.

Benefits
• Affordable medical plan options.
• 401(k) plan (including matching company contributions).
• Employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.