Supvr, Service Operations

| Chicago

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.

 

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Location

10 S Riverside Plaza, Suite 1100, Chicago, IL 60606

What are bswift Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
A flexible spending account lets you set aside pretax dollars to help pay for certain types of health care and/or dependent care expenses.
Dental Benefits
Choose between a dental maintenance organization plan and preferred provider organization plan. Both cover certain preventive care services at 100%. They also offer coverage for basic services.
Vision Benefits
You can enroll in a separate vision plan. It covers eyeglasses and contact lenses. Preventive vision exams are covered through the Aetna medical plan.
Health Insurance Benefits
You can choose from three types of medical plans: a health savings account, a health reimbursement arrangement or a hybrid health plan. Certain preventive care services are covered at 100 percent when
Life Insurance
All employees get term life insurance and business travel accident insurance at no added cost. You have the option to buy: Supplemental term life insurance Accidental death and personal loss insura
Wellness Programs
Our employee wellness program offers services such as wellness campaigns, weight-management programs and educational seminars.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
You can save a percentage of your pay in the 401(k) plan, on a pretax and/or Roth after-tax basis. You may participate in the 401(k) plan immediately following your hire.
401(K) Matching
We match a portion of your contribution. You can invest your contributions among various options offered in the plan.
Company Equity
You can purchase Aetna stock at a discount through a payroll deduction. In order to participate, eligible employees must enroll during the enrollment period announced by Aetna.
Vacation & Time Off Benefits
Generous PTO
During your first 3 years at Aetna, you receive the equivalent of 18 days off per year. The longer you work at Aetna, the more time you accrue per month.
Paid Volunteer Time
One of our values is to improve the quality of life in communities through employee volunteerism.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
We encourage professional development. That's why we provide financial support for continuing education. This program covers a portion of tuition and registration fees for a college course.

Additional Perks + Benefits

The following programs, activities, and amenities are available to employees at bswift: complimentary fresh fruit, on-site flu shots, massages during open enrollment season, walking treadmill desk, foosball and ping-pong tables, casual attire, zen room for relaxation and nursing mothers, full week of employee appreciation, and proximity to public transportation • Healthy lifestyle incentive programs - This incentive program is offered to all eligible employees. You can earn up to $500 for healthy eating, physical activity and other healthy behaviors. Family members can also earn incentives • During your first 3 years at bswift, you receive the equivalent of 18 days off per year. The longer you work at bswift, the more time you accrue per month. Company holidays, jury duty, military leave, bereavement and community service time are in addition to your paid time off • You can purchase company stock at a discount through a payroll deduction.

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