Remote Medicaid Call Center Supervisor id-10782

June 13, 2025

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As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

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Position Summary

- Must Reside in Columbia, MD, Richmond, VA or Charleston, WV

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 to include but not limited to the following:

- 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 answer 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.

- 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.

Required Qualifications

Demonstrated leadership abilities.

Experience with inbound call center operations.

Preferred Qualifications

- 2 years leading member/customer service team.

- Experience in a Medicaid and/or Medicare setting.

Education

- Bachelor's Degree or equivalent work experience

Anticipated Weekly Hours

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