Aetna Call Coach in Houston, Texas

Req ID: 51447BR


Monitors and evaluates the quality and handling of inbound calls, outbound calls and/ or correspondence, and documents quality and productivity issues and performance measures for management review. Provides information to assist in the feedback and formal education process of Clinical Services Intake call center staff. This role is mandatory onsite in Houston, TX office.


Coaches customer service staff on work procedures including but not limited to proper call handling, maintaining call quality standards; review of job aids, call monitoring. and various ancillary duties to support the call center. Reports on performance results and provides support to supervisors in the development of staff. Conducts training, answers phones and responds to written inquiries (emails), and handles escalated issues including supervisor related calls. Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors, quality reviews and effective time management of call activity, works to improve the rate of first call response. Supports department by handling various ancillary duties. Provide technical and subject matter expertise relative to company policies and procedures along with customer service applications and system tools.


Demonstrated analytical and problem-solving skills. Attention to detail and accuracy. Technical skills desired.


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


Functional - Customer Service/Customer service - production environment/1-3 Years

Functional - Clinical / Medical/Precertification/1-3 Years

Functional - Communications/Employee communications/1-3 Years

Functional - Medical Management/Medical Management - Precertification/1-3 Years


Technical - Aetna Applications/Aetna Total clinical View/1-3 Years/Power User

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

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

Technical - Aetna Applications/TE Electronic Correspondence Handling System/1-3 Years/Power User


Leadership/Engaging and Developing People/ADVANCED

Service/Demonstrating Service Discipline/ADVANCED

Service/Working Across Boundaries/ADVANCED


Leadership/Collaborating for Results/FOUNDATION

Service/Creating a Differentiated Service Experience/ADVANCED

Service/Handling Service Challenges/ADVANCED


Join our Clinical Services team and help shape a new way to support our members. Health insurance is changing and we are testing out a new way to organize our Clinical services team to change how our member and provider communities are supported. In this new model, you will be part of a team tasked to help design and test new ways of working to deliver a better consumer experience. You can influence the future of health care and make a difference!

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