Supvr, Customer Service

Aetna - Linthicum, MD (30+ days ago)3.8


Supervisor is responsible for daily monitoring of call center metrics, agent schedule adherence and assisting with research and resolution of member inquiries regarding Medicaid benefits. Coaching agents to performance metrics, monitoring attendance, and reporting metrics monthly and quarterly are required.

Fundamental Components:
30% - Assisting with research and resolution of member inquiries, including escalated calls, expedited requests to other areas, using internal and external resources to provide services to the member.
20% - Daily monitoring of call center metrics, including schedule adherence, reporting of any phone or system issues.
40% - Attending meetings and conference calls related to plan operations, product implementation, training, corporate initiatives, process improvements, complaints, appeals, software implementation, and other topics related to the call center function.
7% - Producing weekly, monthly, and quarterly reports, as well as creating and updating department workflows.
3% - Attending off-site events to promote Provider and Member participation, such as Provider Forums, Member Wellness events, Member Advisory Committee and various community events sponsored by the Health Plan.

  • Experience in Health Insurance call center environment.
  • Daily monitoring of phone metrics and schedule adherence.
  • Researching and resolving member issues related to Medicaid-covered services.
  • Excellent written and oral communication skills.
  • Excel proficiency preferred.
  • Creating and analyzing reports and workflows.
  • Managing associate attendance, conduct and performance issues.
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

  • Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years
General Business/Communicating for Impact/ADVANCED
Leadership/Engaging and Developing People/ADVANCED

General Business/Maximizing Work Practices/ADVANCED
Leadership/Driving a Culture of Compliance/MASTERY
Service/Demonstrating Service Discipline/ADVANCED

Excellent opportunity for career growth with established health plan. Selected as one of Fortune Magazine's Most Admired Companies in 2018. Competitive wages and benefits include 401k, health insurance and tuition reimbursement program. Downtown location, great work environment and experienced staff await you.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

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