Supervisor, Customer Service

Aetna Inc. Home , PA 15747

Posted 4 days ago

Job Description:

The Engagement Specialist Supervisor is responsible for the direct supervision and job performance of a combined in office and remote based team of employees working to enroll and retain Medicare members in our various care management programs. The Supervisor is responsible for the day to day operations, including responsibility for workflow adherence, oversight of metrics, call adherence, and quality reviews and coaching. The Supervisor is also responsible for overall team success with a focus on hiring, onboarding, continuous training, and overall performance management.

Job Responsibilities:

  • Leads a high performing team by directing workflow, training and mentoring, monitoring job performance and ensuring productivity metrics are understood and met

  • Responsible for the team's culture and success, deliberately facilitating team building and strong relationships across the team

  • Provides guidance and serves as an expert resource to the team to drive the effective execution of business objectives

  • Delivers strong leadership through administrative tracking, such as team meetings, time and attendance, workload balance, team scheduling and associate performance

  • Conducts individual and team quality audits, monitoring phone calls and documentation within the members health record, to ensure consistent adherence to policies and procedures

  • Prepares, analyzes and applies pertinent data, metrics and reports to monitor and enhance quality, productivity, and assure adherence to policy and procedures

  • Contributes to associates onboarding, coaching, and ongoing education to build individual and team competencies and performance

  • Serves as a subject matter expert able to assist in developing new program initiatives, making recommendations for change based on an extensive understanding of call center and care management practices, and effective in delivering suggestions for new technologies to improve the effectiveness of the team

Required Qualifications

  • 4 - 6 years' experience in customer service, telemarketing and/or sales required

  • Prefer 4 years of supervisory experience (customer service, call center management experience), ability to demonstrate strong team building and collaboration skills

  • Flexibility to work occasional nights and weekends outside of standard business hours which can span from 8:00 am 8:00 pm

  • Trained and experienced communicator; motivational interviewing or related skills preferred

  • Experience in healthcare, managed care, insurance industry preferred

  • Excellent customer service management skills, demonstrating ability to deliver a positive member and associate experience

  • Strong communication, organizational and problem-solving skills; thrives in a fast-paced, ever-changing environment

  • Experience with computers including knowledge of Microsoft Word, Outlook, and Excel - data entry and documentation within member records

  • Ability to analyze and apply data, reports and metrics to effectively manage performance, monitor trends and deliver outcomes

  • Knowledgeable in process improvement techniques that drive to improved processes and increased productivity

  • Bilingual (Spanish) preferred

Preferred Qualifications

Please see requirements above

Education

A Bachelor's degree with applicable experience is highly desired.

Business Overview

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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Supervisor, Customer Service

Aetna Inc.