*Candidate Must Work in Franklin, TN Office*
Responsible for the overall supervision of Customer Service employees.
Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
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.
Monitors all performance measures such as daily stats and schedule
adherence; allocates resources to meet volume and performance demands.
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.
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
Acts as liaison between staff and other areas, including management, all
segments, provider teams, etc., communicating workflow results, ideas, and
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 polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)
Experience with claim/call center environment.
2 years leading claim/customer service team.
Medicaid or Medicare Experience
Excellent written and oral communications skills
Able to motivate and actively engage with a team in a remote work environment.
Associate's degree or equivalent work experience.
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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