Job Title

Job DescriptionThe Corporate Contact Center is the front door to Aetna. 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. Monitors and evaluates the quality and handling of inbound calls, outbound calls and/ or correspondence, and documents quality and productivity issues and performance measures for management review. Provides information to assist in the feedback and formal education process of call center staff. Coaches customer service staff on work procedures including but not limited to proper call handling and maintaining call quality standards; Provides on-going feedback and acts as subject matter expert in addressing procedural issues Conducts audits ensuring compliance with performance standards and superior outcomes (e.g., quality, accuracy and timeliness); Performs mandatory call monitoring Utilizes available software/hardware applications promoting "reinforcement coaching" for staff Identifies developing trends impacting service levels and proactively partners with appropriate parties to recommend process enhancements or solutions to avoid potential service delivery problems (e.g., quality increasing management controls, tightening procedures or addressing training needs, etc.) Reports on performance results and may provide support to supervisors in the development of action plans for staff and unit effectiveness; If required, provides training to call center staff in support of these efforts If required, may answer phone calls, respond to written inquiries, and handle "escalated" issues in support of work performed by customer service and/or supervisory staff Performs effective service recovery and provider education Monitors the participation and completion of Web-based training for call center staff and completes appropriate follow-up with supervisors Through local quality reviews and effective time management of call activity, works to improve the rate of first call response Provides technical and subject matter expertise relative to policies, procedures, and customer service applications/systems tools Coaches, trains and assists in the development of call center staff.Schedule:Monday through Friday from 8:00am to 4:30pm ESTRequired Qualifications 3-5 years call center experience 1+ years of coaching employees on quality performance and monitoring performanceCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications Demonstrated analytical and problem-solving skills Technical skills Supervisor support Attention to detail and accuracy Aetna experience Training new hiresEducation High School Diploma or equivalent work experienceBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.