Aetna Medicare Complaint Supervisor (50755BR) in Moon township, Pennsylvania

Req ID: 50755BR

POSITION SUMMARY

Supervisor responsible for the management of a Medicare Complaints Team of approximately 15 analysts. Supports the administration and resolution of complaints (CTMs) ensuring that team is taking appropriate action to research, investigate, and resolve member issues timely. Identifies trends, raises awareness and recommends solutions. Monitors, coaches, and develops analysts. Collaborates and partners with other Complaint Supervisors. Accountable for member satisfaction and acting as an advocate for our members.

Fundamental Components:

Medicare Complaint Supervisor is responsible for day-to-day management of their team to ensure effective, timely and customer-focused resolution of Medicare member complaints. Facilitate communication amongst team members. Collaborate across organizational boundaries to resolve service issues, improve service levels and maximize member satisfaction. Identify complaint trends and issues; provide reports and recommend solutions as appropriate.

BACKGROUND/EXPERIENCE

1-3 years Medicare experience in research and analysis of complaint processing.

Experience working with Medicare benefits and or customer service

EDUCATION

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

FUNCTIONAL EXPERIENCES

Customer Service/Customer Service - Plan Sponsor - Eligibility - HMO/1-3 Years

Management/Management - Operations/1-3 Years

Claims/Claim processing - Pharmacy/1-3 Years

Claims/Claim processing - Medical or Hospital- HMO/1-3 Years

Risk Management/Corporate risk/1-3 Years

TECHNOLOGY EXPERIENCES

Aetna Applications/HMO Enrollment//

Aetna Applications/Individual Billing System//

Aetna Applications/Aetna Rx Home Delivery//

REQUIRED SKILLS

1-3 years Medicare experience in research and analysis of complaint processing or experience with internal Aetna systems

Must has prior experience as a supervisor or manager

Leadership/Collaborating for Results/ADVANCED

Leadership/Driving a Culture of Compliance/ADVANCED

Service/Handling Service Challenges/ADVANCED

DESIRED SKILLS

General Business/Communicating for Impact/ADVANCED

General Business/Maximizing Work Practices/ADVANCED

Leadership/Developing and Executing Strategy/ADVANCED

ADDITIONAL JOB INFORMATION

Flexible schedule, casual attire, great opportunity to learn healthcare operations and gain exposure to cross functional teams

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.

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Job Function: Risk Management