Responsible for 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. Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers. Additional responsibilities include developing, motivating, evaluating and coaching staff on work procedures, proper call handling and teamwork delivering excellent customer service; being visible and available to staff to answer questions, monitor calls and give ongoing feedback; utilizing available incentive programs to reward, recognize and celebrate team and individual successes; assessing individual and team performance regularly and providing candid and timely feedback regarding developmental and training needs; monitoring all performance measures such as daily stats and schedule adherence; allocating resources to meet volume and performance demands; removing barriers to job performance and ensuring regulatory compliance; attracting, selecting, and retaining high caliber, diverse talent; building a cohesive team; acting as liaison between staff and other areas; proactively analyzing constituent data, identifying trends and issues; recognizing and acting on the needs to improve the development and delivery of products and services; effectively applying and enforcing Aetna HR policies and practices. Required qualifications include 4 years experience with member/call center environment and 2 years leading member/customer service team. Preferred qualifications include experience in a Medicaid and/or Medicare setting. Education requirement is a Bachelor's Degree or equivalent work experience.