Job Description

Family Summary/Mission

To manage and maximize Aetna service and retention efforts for all. This will be achieved through the development of strong relationships and execution of seamless product administration and service delivery.

 

Position Summary/Mission

Develops relationships with various internal and external contacts to ensure consistent billing services that drives renewal of business and retention of members. Manages high profile clients & 3^rd party vendor relationships.

Fundamental Components

Fundamental Components & Physical Requirements include but are not limited to 

• Serves as escalation point for Channel Partner and Direct Carrier Payment Clients.
• Sales & BDM point of contact for our BPS Carrier Payment service which includes providing client demos of this service. 
• Identifies at risk accounts and collaborates with management to set and execute a strategy to minimize loss
• Provides subject matter expertise in the communication and planning among key stakeholders that ultimately results in the delivery of a successful finalist presentation of an existing customer
  
  • Responsible for BPS pricing and demos, including Certifi for Full-Service Billing
• Assists in initiate to merge Chicago and Grand Rapids billing teams into one Billing Practice, including cross training across COBRA and Full-Service billing
• Leads team to support Client Services with the COBRA migration to Certifi
• Champions department position while acting as an advocate for Producers and Plan Sponsors
• Collaborates with team members on case installations to manage the integration of client’s and Aetna’s internal organization, ensuring smooth installation
• Achieves individual retention targets and customer satisfaction levels
• Participates in special projects designed to improve billing services team operational efficiency and processes
• Spends time face-to-face with clients when appropriate and necessary, professionally representing Aetna in the marketplace; articulates how products and services can contribute to constituent’s long-term strategies
• Educates internal customer on specific policies, product information, and procedures as well as industry issues and related topics
• Ensures integrity of reporting and tracking relative to position
• Participates in meetings in support of business objectives
• Articulates and incorporates the fundamental values of The Aetna Way in every aspect of work
• May select and build strong teams through formal training, diverse assignments, coaching, mentoring and other development techniques
• Accountable to hire, develop and terminate staff
• May assess developmental needs and collaborate with others to identify and implement action plans that support the development of high performing teams
• May conduct performance and compensation reviews and implement staff development programs to encourage in high performance
• May articulate performance expectations and team objectives while collecting and interpreting balanced measures to evaluate team performance

Background Experience

Background/Experience Desired

• 5+ years account management or industry experience

 

Education and Certification Requirements

• Bachelor’s degree desired or equivalent work experience