Job Description

Responsible for the daily activities and supervision of a team of employees supporting business segment functions,
including but not limited to customer service, claim, provider services, complaints, grievances, and appeals,
implementation, and/or plan sponsor operations. Responsible for the quality, efficiency and effectiveness of own team,
identifying and resolving routine problems. Sets priorities for and coaches employees to meet goals.

Fundamental Components:
Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering
excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing
feedback. (*)
Utilizes available incentive programs to reward, recognize and celebrate team and individual successes. (*)
Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding
developmental and training needs; includes completion of monthly and annual scorecards. (*)
Establishes clear vision aligned with company values; motivates others to balance customer needs and business
success. (*)
Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately
reported; ensures resources are aligned appropriately across function and/or service center. (*)
Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain
excellent lines of communication and share resources to meet common service center objectives. (*)
Leverages the unit's resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining
applicable information, perform root cause analysis, and generate and act upon the solutions. (*)
Remove barriers to job performance and ensures regulatory compliance. (*)
Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds
a cohesive team that works well together. (*)
Acts as liaison between staff and other areas, including management, all segments, provider teams, etc.,
communicating workflow results, ideas, and solutions. (*)
Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the
development and delivery of products and services. Clearly identifies what must be accomplished for successful
completion of business objectives. (*)
Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct,
Disciplinary Guidelines. (*)
Exhibits the following Manager Behaviors

BACKGROUND/EXPERIENCE desired:
3 - 5+ years experience in managing high volume transaction processing
Healthcare experience preferred.
Customer service experience.
Multiple years proven leadership experience setting strategic direction and influencing change that resulted in
quantifiable positive outcomes.
Proven strong leadership skills managing large high performance teams.

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.