Job Description

POSITION SUMMARY
To increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.

Fundamental Components:
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 call center staff.

BACKGROUND/EXPERIENCE desired:
Coaches customer service staff on work procedures including but not limited to proper call handling and maintaining call quality standards; Provides on-going feedback and acts as subject matter expert in addressing procedural issues (*) Conducts audits ensuring compliance with performance standards and superior outcomes (e.g., quality, accuracy and timeliness); Performs mandatory call monitoring (*) Utilizes available software/hardware applications promoting reinforcement coaching for staff (*) Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., quality increasing management controls, tightening procedures or addressing training needs, etc.) (*) Reports on performance results and may provide support to supervisors in the development of action plans for staff and unit effectiveness; If required, provides training to call center staff in support of these efforts (*) If required, may answer phone calls, respond to written inquiries, and handle escalated issues in support of work performed by customer service and/or supervisory staff Performs effective service recovery and provider education (*) Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors (*) Through local quality reviews and effective time management of call activity, works to improve the rate of first call response Provides technical and subject matter expertise relative to policies, procedures, and customer service applications/systems tools 

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

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.

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.