Dec 11, 2019
Aetna Description: The Aetna One Advocate Director, Service Ops will report to the Head of Aetna One Advocate Operations and will be responsible for leading a co-located team of managers who oversee teams of associates dedicated to our premium customers. In this role, the Director will verify consistency of member experience by building a strong relationship with Plan Sponsor contacts and partnering with the Director, Clinical Operations to ensure both service and clinical expectations of the A1A program are met. It is imperative that we deliver a differentiated level of service unparalleled in healthcare. For instance, in the Aetna One Advocate program the member is dedicated to the same advocate team for the life of their membership and when there is a significant or persistent need the member will be routed to the same individual member advocate for each interaction and experience. We expect these leaders to drive consistency in a new member experience offering that changes the definition of engagement and service in the healthcare industry. 65125 Fundamental Components: Accountable for detailed plans, activities and roadmap for a successful launch and implementation of the Aetna One Advocate program within the site Select and hire Aetna One Advocate managers and supervisors using criteria that identifies candidates that can lead teams of member advocates and coordinate with clinical staff in providing the member-centric focus and experience our members deserve Oversees and accountable for the operations of the service center handling a customer service function Directs implementation of service standards to ensure delivery of quality-focused, consistent cost effective service and administration Define and employ effective use of KPMs and other tracking metrics that measure the team performance versus expectations Analyzes operational practices for effectiveness and practicality, while creating a culture which is innovative in its approach to solutions Develops an organization that attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together and across other business segment functions Leads and builds high performance teams across units by providing leadership, mentoring and coaching in achieving understanding of the voice of the customer; instill a culture of accountability and ownership for resolving member issues Accountable for leading staff in accordance with Aetna's standards of leadership excellence Effectively and proactively manages to budget, analyzing and acting upon financial variances from plan by identifying additional cost saving strategies Establishes a clear vision aligned with company values; sets specific challenging and achievable objectives and action plans; motivates others to balance customer needs, budgets, and business success Monitors and evaluates service center operational plans ensuring customer service standards are maintained during facility shutdowns (anticipated or unanticipated) and during business activity transfers between locations Coordinates major plan modifications necessitated by unanticipated business or technology developments Use real time member feedback, data & analytics and technology to continuously develop and implement business strategies that provide accurate, proactive and personalized customer service to members, plan sponsors and brokers aligned to service center Background Experience: 7+ years experience in leading and managing customer service operations and member/customer facing teams- Healthcare experience preferred Experience building teams from the ground up dedicated to consumer-centric program or product offering preferred Proven ability to hire and develop top talent through performance management, coaching and leadership Proven strong leadership skills managing large high performance teams Experience leading a team of cross-functional managers to ensure consistent team-by-team execution against goals Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes Strategic business acumen and proven organizational, management, and leadership skills Required Skills: Leadership - Anticipating and Innovating, Leadership - Engaging and Developing People, Service - Creating a Differentiated Service Experience Desired Skills: General Business - Demonstrating Business and Industry Acumen, General Business - Turning Data into Information, Service - Managing Organizational Dynamics Functional Skills: Communication - Management: > 25 employees, Customer Service - Call center monitoring & analysis - Inbound calls - call center location, Customer Service - Customer Service - Call Quality Audit - Inbound call monitoring, Customer Service - Customer Service - Outbound calls - survey administration, Management - Management - Customer Service Potential Telework Position: No Percent of Travel Required: 10 - 25% EEO Statement: Aetna is an Equal Opportunity, Affirmative Action Employer Benefit Eligibility: Benefit eligibility may vary by position. Click here to review the benefits associated with this position. Candidate Privacy Information: Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Professional Diversity Network Phoenix, AZ, USA Full-Time