Job Description
Located in downtown Chicago, bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswift’s state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.

The liaison role will be a key member of our benefits service delivery team spanning across our service center and client services team. The role will be a key driver in representing the voice of the customer across all service towers. The ideal candidate will have deep core HW knowledge and an equally matching expertise in service center delivery operations. Exceptional communication skills and ability to navigate and influence change across a highly matrixed organization is a must. Ability to work and thrive in a high growth and rapid change environment is key.

Responsibilities Include:

•Educating Client Services on Service Center process/procedures/expectations
•Identify and drive service delivery process improvements
•Represent the voice of the customer in every interaction across our delivery teams
•Educating Service team members on client expectations, commitments, SLA’s, PG’s, etc.
•Educate and drive to standard core service delivery model
•Participating in internal and external client meetings as needed
•Researching trends to identify root cause and work with Service Center and/or CS team on strategy and solution(s)
•Analyze data and trends to drive change
•Identify opportunities for process and technology enhanced solutions
•Drive domain expertise across the service center
•Coach and mentor service center personnel
•Work directly with service Center Operations Leader and COE lead to improve employee and client experience
•Assist with development of CSR training materials and modifying CS and Service Center workflows revision of portal instructions/text for better clarification, etc.
•Monitor client SLA’s / PG’s to ensure bswift meets contractual obligation
•Assist CS team and Client to understand SLA reporting results Client OE Planning (i.e., communications, timelines, training, staffing, overall delivery)
•Support Service Center supervisor in client implementations, training, coaching and auditing others work -Support new prospective client meetings -Manage 5 to 10 client alignments

Required Qualifications
•Minimum of 5 years’ experience in benefits administration, client delivery and implementations.

Preferred Qualifications
Results driven leader

Education
Bachelor's degree or equivalent experience

Business Overview
At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.