Medicaid Member Services Bilingual Supervisor

• Increasing member and provider 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
• Overall supervision of Customer Service employees
• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service
• 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
• Monitors all performance measures such as daily stats and schedule adherence
• allocates resources to meet volume and performance demands
• Removes barriers to job performance and ensures regulatory compliance
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals
• 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
• Effectively applies and enforces Aetna HR policies and practices

• 4 years experience with member/call center environment
• 2 years leading member/customer service team
• Bilingual in English and Spanish
• Bachelor's Degree or equivalent work experience

2 years in a Medicaid and/or Medicare setting

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Bonus, commission or short-term incentive program