Aetna Supervisor, Medicare Grievance in San Antonio, Texas

Req ID: 52144BR

POSITION SUMMARY

Supervisor responsible for the management of a Medicare Grievance Team of approximately 15 analysts. Supports the administration and resolution of grievances ensuring that the team is taking appropriate action to research, investigate, and resolve member issues timely. Identifies trends, raises awareness and recommends solutions. Monitors, coaches, and develops analysts. Collaborates and partners with peers, members of management and business partners. Accountable for member satisfaction and acting as an advocate for our members.

FUNDAMENTAL COMPONENTS:

Medicare Grievance Supervisor is responsible for day-to-day management of their team to ensure effective, timely and customer-focused resolution of Medicare member grievances. Facilitate communication amongst team members. Collaborate across organizational boundaries to resolve service issues, improve service levels and maximize member satisfaction. Identify grievance trends and issues; provide reports and recommend solutions as appropriate. Contribute measurable progress to the achievement of our business units employee engagement survey results and diversity scorecard goals. Contribute to successful Medicare and Compliance audit results.

Will manage a team of approximately 15 analysts that will be located in all time zones. At times of the year when business needs require overtime of our analysts, the management team is required to work the same amount of additional hours. (weekdays and weekends) Grievance supervisors are also responsible for case handling and other inventory related tasks as need through the year when business needs require it.

Flexible schedule, casual attire, great opportunity to learn healthcare operations and gain exposure to cross functional teams.

BACKGROUND/EXPERIENCE DESIRED:

Management or leadership experience is a plus.

1-3 years Medicare experience in research and analysis of complaint processing, or experience with internal Aetna systems required.

Experience working with Medicare benefits and/or customer service required.

EDUCATION

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

FUNCTIONAL EXPERIENCES

Management/Management - Operations/1-3 Years

Risk Management/Corporate risk/1-3 Years

Communications/Management: < 25 employees/1-3 Years

Customer Service/Customer Service - Member Services - HMO products/1-3 Years

TECHNOLOGY EXPERIENCES

Desktop Tools/Microsoft Outlook/1-3 Years/End User

Desktop Tools/Microsoft SharePoint/1-3 Years/End User

Aetna Applications/HMO Enrollment/1-3 Years/End User

REQUIRED SKILLS

Leadership/Driving a Culture of Compliance/ADVANCED

Leadership/Engaging and Developing People/FOUNDATION

General Business/Communicating for Impact/ADVANCED

DESIRED SKILLS

Leadership/Collaborating for Results/ADVANCED

Leadership/Driving Change/ADVANCED

Service/Handling Service Challenges/ADVANCED

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.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

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.

Job Function: Risk Management