Aetna Mgr, Plan Sponsor Support in Allentown, Pennsylvania
Req ID: 55628BR
Locations: Only employees in these areas who are currently internal teleworkers will be considered for telework (in any area); NY-Albany; PA-Allentown; TX-Arlington; ND-Bismarck; CA-Fresno; PA-Harrisburg; NC-High Point; FL-Jacksonville; PA-Moon Township; OH-New Albany; TX-San Antonio; UT-Sandy; AZ-Scottsdale
Oversees a high performing case installation liaison (implementation management) team that works with customers to confirm benefit intent. Focuses on customer and member satisfaction with timely and accurate benefit confirmation.
Acts as the management point-of-contact for field sales, brokers, plan sponsors, and other internal/external parties throughout the case installation process and takes appropriate action to avoid potential problems and ensure seamless plan integration.
Establishes and maintains strong, collaborative relationships with clients, other functional area managers, other cross regional or inter-departmental areas to ensure all processes and workflow interdependencies are identified and addressed accordingly on an on-going basis.
Manages a team of professionals overseeing business processes associated with case installation.
Provides plan sponsors with required resources and guidance for making informed plan design decisions and changes.
*Under the general direction of senior management, implements strategic and tactical plans in support of achieving targeted business objectives related to customer satisfaction, superior account management and effective service delivery.
*Influences new membership growth and existing membership retention by implementing strategic plan sponsor service initiatives.
*Monitors and reports on customer satisfaction, performance measures, and continuous process improvement.
*Identifies and analyzes the impact from both upstream and downstream contributors to problems, and then partners extensively across business functions to proactively resolve developing service delivery issues.
Demonstrated leadership and problem solving abilities; Supervisory experience overseeing a team; Communicates effectively with team members, management and cross functional business partners; Demonstrates organization, attention to detail, and the ability to manage multiple priorities.
Bachelor's degree or equivalent experience.
Functional - Customer Service/Management: < 25 employees/4-6 Years
Functional - Management/Management - Customer Service/4-6 Years
Leadership/Collaborating for Results/ADVANCED
Leadership/Engaging and Developing People/MASTERY
Service/Providing Solutions to Constituent Needs/MASTERY
General Business/Communicating for Impact/ADVANCED
Service/Demonstrating Service Discipline/ADVANCED
Considered only for current internal teleworkers (in any area)
ADDITIONAL JOB INFORMATION
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 candidates'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
Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.