Aetna Local Call Coordinator in Fresno, California

Req ID: 41622BR

POSITION SUMMARY

Available in any Aetna office located in NY, NC, OH, TX, ND, CA, FL, AZ, UT or PA. WAH only for existing WAH.

Maintains oversight of the local call management function. Responsible for the efficiency/quality of monitoring call volumes. Conducts call pattern forecasting activities and forecasts scheduling /hiring /headcount needs. Recognizes and recommends operational improvements.

Fundamental Components:

Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation Monitors inbound call traffic and ensures efficient distribution based on staff availability. Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning with call centers. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary. May provide on-the-job training for new hires. Monitors performance of staff members according to established standards. Accountable for achieving maximum efficiency of productivity for the department. Resolves systems problems that may affect departmental standards.

BACKGROUND/EXPERIENCE desired:

Must have experience with claim/call center environment. Technical skills. Negotiation skills. Well organized. Capable of prioritizing tasks effectively. Problem solving skills. Outstanding customer service skills are required. Strong project management skills (financial, analytical, planning, and implementation). Solid written and oral communication skills. Solid leadership skills

EDUCATION

The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.

FUNCTIONAL EXPERIENCES

Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/1-3 Years

Functional - Management/Management - Customer Service/1-3 Years

Functional - Products-Medical//1-3 Years

TECHNOLOGY EXPERIENCES

Technical - Call Management/CMS/1-3 Years/End User

Technical - Computer Operations/Capacity Planning/1-3 Years/End User

Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User

Technical - Telecommunications/Aspect WFM 4.4.1.4.2/1-3 Years/End User

REQUIRED SKILLS

General Business/Maximizing Work Practices/ADVANCED

Leadership/Collaborating for Results/ADVANCED

Service/Demonstrating Service Discipline/ADVANCED

DESIRED SKILLS

General Business/Applying Reasoned Judgment/FOUNDATION

Leadership/Developing and Executing Strategy/ADVANCED

Technology/Leveraging Technology/ADVANCED

Telework Specifications:

Considered for current internal teleworkers; training period in office may be required; possible flexible telework/office based schedule for anyone not a permanent teleworker.

ADDITIONAL JOB INFORMATION

We value leadership, creativity and initiative. If you share those values and a commitment to excellence and innovation, consider a career with our company

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.

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.

Job Function: Customer Service