Aetna Mgr, Service Operations in Hartford, Connecticut

Req ID: 40951BR


Office based from any Aetna office location.

Responsible for increasing member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through an organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Fundamental Components:

Maintains oversight of claim functions for the Arlington and Fresno National Account sites. Executes local strategic and operational plan in support of business segment (National Accounts) customer service objectives and initiatives. Plans, directs, and implements procedures that will assure a high level of customer satisfaction. Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational, and team problems. Manages a team of supervisors, vendor managers, and support staff along with overall responsibility for claim processors. Develops, trains, and coaches staff to provide cost effective claim processing services while ensuring quality standards are met. Assesses individual and team performance on a regular basis and provides candid and timely developmental feedback. Establishes a clear vision aligned with company values. Effectively applies and enforces Aetna HR policies and practices. Effectively manages cross-functional projects that support the business strategy.


5+ years experience in managing claim transaction processing, project support/delivery, and ACAS system analysis.

Proven strong leadership skills

Effective communication skills with all audience levels

Experience with Plan Sponsors

Proven collaboration skills with other departments


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Functional - Claims/Claim processing - Medical or Hospital - ACAS/1-3 Years

Functional - Management/Management - Multifunctional management :> 25 employees/4-6 Years

Functional - General Management/Process & quality improvement/1-3 Years


Technical - Operating Systems/Windows/4-6 Years/End User

Telework Specifications:

Telework is only available if the employee applying is already in a telework situation and not within 50 miles of a Service Operations strategic location.

If candidate is within 50 miles of SO strategic location, they will be asked to return to the office.


Seeking highly motivated individual who will establish a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs and business success; challenges self and others to look to the future to create quality products, services, and solutions. The organization is focused on innovation, development of employees and employee engagement. Our Aetna Values are the core of our business that we practice with each interaction, Integrity, Excellence, Inspiration and Caring.

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