Aetna Medicaid Call Center Manager in Phoenix, Arizona

Req ID: 50198BR


The Manager is responsible for a Medicaid member services inbound call center in Phoenix. It supports Aetna Medicaid health plans in several states for the member calls which are received after the local health plan has closed for the day.

Fundamental Components:

Improves cost and quality through a focus on continuous quality improvement in call center management.

Maintains rigorous commitment to Aetna compliance standards and protecting the privacy of individuals.

Contributes to excellence in call center management, consistently achieving all required metrics and standards.

Successfully works with health plan business units and maintains positive and productive relationships.

Successfully manages a staff of supervisors and customer service representatives, providing effective training, mentoring, and coaching. programs.

Invests in talent to transform culture and improve employee engagement, and successfully manages talent acquisition, employee retention, and succession planning.

Provides effective leadership to call center programs, initiatives and projects, including employee recognition programs.

Provides effective management of personnel, financial, equipment, and other resources.

Schedules to meet deadlines and achieve objectives with expected results.

Speaks and writes well. Pays close attention to details. Conducts effective monitoring and follows-up as appropriate.

This position primarily will work second shift.


5+ years experience in managing highly successful call center operations in a customer service environment.

Healthcare experience; preferred Medicaid and/or Medicare.

Multiple years proven leadership experience setting strategic operational direction and influencing change that resulted in quantifiable positive outcomes.

Proven strong leadership skills in managing high performance teams.


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


Administration / Operations/Management: > 25 employees/4-6 Years

Customer Service/Customer Service - Member Services - Traditional products/4-6 Years

General Management/Multi-functional management: > 25 employees/4-6 Years

Project Management/Cross-functional project management/4-6 Years


Competitive salary.

Attractive shift differential beyond the base pay.

Annual bonus program.

Extensive training and other educational programs - free to employees.

Attractive fringe benefit programs, including employee health insurance and 401(K) programs.

Wellness center and related programs.

On-site cafeteria and fitness center.

Free covered parking.

Pleasant office environment.

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