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Local Call Coordinator
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | New Albany, Ohio |
About this job
POSITION SUMMARY
Medicare Local Call Coordinator maintains schedules and forecasting, assuring there is adequate staff scheduled to support member needs. Analyze and turn data into information that management can use to drive customer service. Recognizes and recommends operational improvements.
Fundamental Components:
Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation. (*)
Monitors inbound call traffic and ensures efficient distribution based on staff availability. (*)
Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. (*)
Utilizes call volume reports and coordinates and completes capacity planning with call centers. (*)
Conducts call pattern forecasting and schedule planning to help meet business unit objectives. (*)
Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary.
May provide on-the-job training for new hires. (*)
Monitors performance of staff members according to established standards. Accountable for achieving maximum efficiency of productivity for the department. (*)
Resolves systems problems that may affect departmental standards. (*)
Well organized.
Prioritizes tasks effectively.
Problem solving skills.
Outstanding customer service skills are required.
Strong project management skills
Solid written and oral communication skills.
BACKGROUND/EXPERIENCE desired:
Must have experience with claim/call center environment.
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/4-6 Years
TECHNOLOGY EXPERIENCES
Technical - Telecommunications/Aspect WFM 4.4.1.4.2/4-6 Years/End User
Technical - Call Management/CMS/4-6 Years/End User
Technical - Call Management/ACD (Automatic Call Distribution)/4-6 Years/End User
REQUIRED SKILLS
General Business/Applying Reasoned Judgment/FOUNDATION
Technology/Justifying the Business Case/FOUNDATION
Telework Specifications:
Considered only for current internal teleworkers (in any area)
ADDITIONAL JOB INFORMATION
Great opportunity in a growth area of the company to contribute to providing consistent service to our Medicare population. It is a fast paced environment and you will work with a talented team.
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.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Professional
Medicare Local Call Coordinator maintains schedules and forecasting, assuring there is adequate staff scheduled to support member needs. Analyze and turn data into information that management can use to drive customer service. Recognizes and recommends operational improvements.
Fundamental Components:
Analyzes call center trends, including call volume, call patterns, staff productivity, and resource allocation. (*)
Monitors inbound call traffic and ensures efficient distribution based on staff availability. (*)
Ensures customer service needs are met by coordinating and adjusting the call volume in a timely manner. (*)
Utilizes call volume reports and coordinates and completes capacity planning with call centers. (*)
Conducts call pattern forecasting and schedule planning to help meet business unit objectives. (*)
Develops, monitors and reviews performance reports and service performance trends for each account against the plan and recommend specific actions or remedies as necessary.
May provide on-the-job training for new hires. (*)
Monitors performance of staff members according to established standards. Accountable for achieving maximum efficiency of productivity for the department. (*)
Resolves systems problems that may affect departmental standards. (*)
Well organized.
Prioritizes tasks effectively.
Problem solving skills.
Outstanding customer service skills are required.
Strong project management skills
Solid written and oral communication skills.
BACKGROUND/EXPERIENCE desired:
Must have experience with claim/call center environment.
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Call center monitoring & analysis - Inbound calls - call center location/4-6 Years
TECHNOLOGY EXPERIENCES
Technical - Telecommunications/Aspect WFM 4.4.1.4.2/4-6 Years/End User
Technical - Call Management/CMS/4-6 Years/End User
Technical - Call Management/ACD (Automatic Call Distribution)/4-6 Years/End User
REQUIRED SKILLS
General Business/Applying Reasoned Judgment/FOUNDATION
Technology/Justifying the Business Case/FOUNDATION
Telework Specifications:
Considered only for current internal teleworkers (in any area)
ADDITIONAL JOB INFORMATION
Great opportunity in a growth area of the company to contribute to providing consistent service to our Medicare population. It is a fast paced environment and you will work with a talented team.
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.
We conduct pre-employment drug and background testing. Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Employment Type Regular Career Band Description Professional
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