Aetna Inc.

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Supervisor, Service Operations - 61060BR

at Aetna Inc.

Posted: 6/23/2019
Job Reference #: 65026

Job Description

Job Description

bswift is currently seeking an experienced Service Center Supervisor to join our High Point, NC Service Center 

bswift offers software and services that streamline benefits, HR and payroll administration for employers and public and private exchanges nationwide. bswifts state-of-the-art cloud-based technology and outsourcing solutions significantly reduce administrative costs and time-consuming paperwork, making life easier for administrators and millions of consumers who enroll in benefits with bswift.



Job Group
Customer Service

Full or Part Time
Full Time

Supervisory Responsibilities

Percent of Travel Required
0 - 10%

Posting Job Title
Supervisor, Service Operations - 61060BR

Potential Telework Position

Additional Locations
NC-High Point

Primary Location (City, State)
NC-High Point

EEO Statement
Aetna is an Equal Opportunity, Affirmative Action Employer

Resource Group

Fundamental Components

​The Service Center Supervisor Responsibilities Include: 

  • 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.

  • Establishes clear vision aligned with company values; motivates others to balance customer needs and business success.

  • Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or service center.

  • Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.

  • Leverages the unit's resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions.

  • 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 policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines. (*)

Background Experience
  • 3 - 5+ years’ experience in managing high volume transaction processing

  • Multiple years proven leadership experience setting strategic direction and influencing change that resulted in quantifiable positive outcomes.

  • Proven strong leadership skills managing large high performance teams.

  • Healthcare experience preferred.

  • Customer service experience.

  • Bachelor's degree in a closely-related field, or equivalent combination of education and experience.

  • Advanced degree preferred.

Required Skills
Leadership - Collaborating for Results, Leadership - Creating a World Class Workforce, Leadership - Creating Accountability, Service - Creating a Differentiated Service Experience

Minimum Functional Experience
Customer Service - Call center monitoring & analysis - Inbound calls - call center location

Benefits Program
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.