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Supervisor of Customer Service
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Springfield, Missouri |
About this job
The Supervisor of Customer Service role is intended to increase member satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully-integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes.
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.
Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common business team objectives.
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 polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
BACKGROUND/EXPERIENCE desired:
2+ years leading claim/customer service team.
Experience with claim/call center environment.
Healthcare experience, Medicaid preferred
Bilingual (Spanish & English) candidates strongly encouraged to apply!
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
Work Location Details:
This position may work full-time from either the Springfield, MO office or the downtown St. Louis, MO office
ADDITIONAL JOB INFORMATION
HealthCare USA, a MO HealthNet (Medicaid) Managed Care Health Plan, is looking for caring people who share our vision of helping to provide innovative, excellent support for Missouri's most vulnerable populations. HealthCare USA is a great place to work. As an employee, not only will you be helping others, you'll be part of a team just as dedicated as you. Our company values diversity, integrity, excellence, caring and inspiration and is dedicated to helping you achieve your career goals.
Aetna is about more than just doing a job. 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. We are developing solutions to improve the quality and affordability of healthcare. This is our opportunity to re-shape healthcare for America and across the globe. What we do will benefit generations to come.
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 Management
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.
Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common business team objectives.
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 polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
BACKGROUND/EXPERIENCE desired:
2+ years leading claim/customer service team.
Experience with claim/call center environment.
Healthcare experience, Medicaid preferred
Bilingual (Spanish & English) candidates strongly encouraged to apply!
EDUCATION
The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.
Work Location Details:
This position may work full-time from either the Springfield, MO office or the downtown St. Louis, MO office
ADDITIONAL JOB INFORMATION
HealthCare USA, a MO HealthNet (Medicaid) Managed Care Health Plan, is looking for caring people who share our vision of helping to provide innovative, excellent support for Missouri's most vulnerable populations. HealthCare USA is a great place to work. As an employee, not only will you be helping others, you'll be part of a team just as dedicated as you. Our company values diversity, integrity, excellence, caring and inspiration and is dedicated to helping you achieve your career goals.
Aetna is about more than just doing a job. 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. We are developing solutions to improve the quality and affordability of healthcare. This is our opportunity to re-shape healthcare for America and across the globe. What we do will benefit generations to come.
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 Management