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Customer Care Manager - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Salt Lake City, Utah |
About this job
POSITION SUMMARY
This position acts as a single point of contact between Customer Support and our clients to manage commitments, escalate issues and track support tickets in a timely and professional manner.
Fundamental Components:
Review and manage support tickets ensuring SLA compliance and timely, high quality communication with customers
Create, review and deliver end of month customer issue reports.
Manage escalated issues by reviewing and tracking support ticket status and provide timely updates to customers. Act as the central point of contact for Severity 1 events.
Collaborate with the call center, product specific escalation teams, and product\tool development teams to be able to provide clear, accurate communications on customer issues.
Coordinate meetings with the appropriate Medicity\Aetna resources on customers behalf as needed.
Escalates to key stakeholders both internally and externally to instill confidence that their issues are being handled and that the Customer Advocate has support from Medicity Executive management team on their behalf.
Manage and communicate commitments to customers with courtesy and a sense of ownership.
Work with the Tier III team to produce change control forms (CCFs) and drive them to completion by advocating to the change control board.
Assist with coordination of upgrades as required.
Work with the escalation management team to monitor the progress of feature requests\enhancements and\or software bugs identified.
Focus on building long lasting professional relationships with customers and be familiar with clients' architecture, infrastructure, and business goals.
Responsible for customer wide distribution of known issues e.g. system wide outages.
BACKGROUND/EXPERIENCE desired:
A minimum of 3 years experience in a client management or technical support role
Excellent written and verbal communication skills
Ability to clearly articulate technical and business concepts.
Experience in setting realistic customer expectations when dealing with tight timelines and demanding clients
Healthy conflict management skills
Healthcare software experience is a plus
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.
Employment Type Regular Career Band Description Professional
This position acts as a single point of contact between Customer Support and our clients to manage commitments, escalate issues and track support tickets in a timely and professional manner.
Fundamental Components:
Review and manage support tickets ensuring SLA compliance and timely, high quality communication with customers
Create, review and deliver end of month customer issue reports.
Manage escalated issues by reviewing and tracking support ticket status and provide timely updates to customers. Act as the central point of contact for Severity 1 events.
Collaborate with the call center, product specific escalation teams, and product\tool development teams to be able to provide clear, accurate communications on customer issues.
Coordinate meetings with the appropriate Medicity\Aetna resources on customers behalf as needed.
Escalates to key stakeholders both internally and externally to instill confidence that their issues are being handled and that the Customer Advocate has support from Medicity Executive management team on their behalf.
Manage and communicate commitments to customers with courtesy and a sense of ownership.
Work with the Tier III team to produce change control forms (CCFs) and drive them to completion by advocating to the change control board.
Assist with coordination of upgrades as required.
Work with the escalation management team to monitor the progress of feature requests\enhancements and\or software bugs identified.
Focus on building long lasting professional relationships with customers and be familiar with clients' architecture, infrastructure, and business goals.
Responsible for customer wide distribution of known issues e.g. system wide outages.
BACKGROUND/EXPERIENCE desired:
A minimum of 3 years experience in a client management or technical support role
Excellent written and verbal communication skills
Ability to clearly articulate technical and business concepts.
Experience in setting realistic customer expectations when dealing with tight timelines and demanding clients
Healthy conflict management skills
Healthcare software experience is a plus
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.
Employment Type Regular Career Band Description Professional
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