Aetna Engagement Team Supervisor in Harrisburg, Pennsylvania
Req ID: 54698BR
We are building an exciting new clinical and member experience program at Aetna. Aetna Community Care is a member centric, team-delivered, community-based care management model that joins members where they are. The Engagement Specialist Supervisor is responsible for the direct supervision, guidance and job performance of a call-center based team of Engagement Specialists, working to enroll and retain high risk commercial and Medicare Advantage members. The Supervisor provides individual and team oversight of workflow, productivity and quality performance to optimize member and associate experience and program outcomes.
Leads a high performing call-center based team by directing workflow, training and mentoring, monitoring job performance and ensuring productivity metrics are understood and met
Responsible for the teams administrative oversight, i.e. team meetings, time and attendance, workload balance, team scheduling and associate performance
Prepares, analyzes and applies pertinent data, metrics and reports to monitor and enhance quality, productivity, and assure adherence to policy and procedures
Deliberately facilitates team building and inter-disciplinary collaboration
Provides guidance and serves as an expert resource to the team to drive the effective execution of business objectives Contributes to associates onboarding, coaching, and ongoing education to build individual and team competencies and 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
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 and Aetna Community Care Other responsibilities as required
Minimum of 3 years experience in customer service, telemarketing and/or sales required
2+ years of supervisory experience required (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
The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.
Additional Job Information:
This is an in-office position located within an Aetna call center in Harrisburg, PA.
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. 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.
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.
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.