Req ID: 14007BR
* This is a full time Remote/Telework opportunity.FAMILY SUMMARY/MISSION: Lead the day-to-day operations of Aetna’s Practice iQ business, including initial customer solution implementation, on-going operational excellence, as well as long-term customer retention, to drive achievement of the Practice iQ annual operating plan and achievement of the Practice iQ vision.
POSITION SUMMARY/MISSION:
- Provides strong executive leadership and detailed oversight to all operational functional areas to drive service excellence and strong financial results.
- Collaborates with Product Management and CMO to help drive product/solution technology and service improvement and innovation.
- Collaborates with Marketing and Sales to help drive new store revenue and optimize same store growth.
- Drives operating and financial results by ensuring service excellence and tight financial management.
RESPONSIBILITIES:
* Operational Excellence:
- Ensures diverse and multifunctional operating team delivers on customer expectations.
- Ensures the development and ongoing improvement of detailed operating SOPs for all service and functional areas.
- Plans, develops, executes, and refines overarching training program for all operating team functional areas to ensure service
consistency and excellence.
- Develops, implements, measures, and refines wide range of operational metrics (qualitative and quantitative), using outputs to drive operational improvements.
- Plans, develops, and executes Customer Business Reviews.
- Ensures smooth on-boarding of new customers.
- Develops, manages, and continuously improves comprehensive customer on-boarding process and policies.
- Aligns operational resources to ensure flawless implementations without degrading on-going operations.
- Develops, manages, and continuously improves customer service infrastructure.
- Ensures financial performance of the existing book of business.
- Key contributor to the development of the Practice iQ annual operating plan.
- Develops, implements, measures, and continually refines wide range of operational & financial metrics (quantitative), using outputs to drive operational improvements.
- Holds regional operating teams accountable for financial results.
- Creates leadership and team culture focused on maximizing customer experience and business financial results.
- Ensures long-term customer retention.
- Measures customer satisfaction annually (Net Promoter Score (NPS)) and implements specific and measurable plans to drive NPS improvement.
- Holds regional operating teams accountable for customer retention.
- Collaborates with Product Management and Marketing to develop specific programs to facilitate customer experience and long-term retention.
* Product/ Solution Innovation:
- Continuously monitors customer needs and market trends to allow for early technology and service solution refinement/innovation.
- Collaborates with Product Management to prioritize roadmap for solution/product enhancements.
- Collaborates with Sales and Marketing to optimize marketing messages/solution positioning to drive new customers contracts and topline revenue growth.
- Collaborate with Healthagen and other Aetna enterprise business leaders to identify opportunities for product/solution innovation.
* Talent Management:
- Manages, coaches and mentors direct reports.
- Develops, executes, and continuously refines comprehensive performance management process across the entire operations team.
- Develops, executes, and continuously refines comprehensive training and education for entire operations team.
- Develops, executes, and refines management training and mentoring program for new and/ or first line managers.
EDUCATION:
- Bachelor's degree required; MBA preferred
REQUIRED SKILLS:
- 15+ years experience in leadership/ management roles within healthcare.
- Proven experience and success running a large, people-based healthcare services business with P&L responsibility.
- Management and leadership experience in a Fortune 500 company; familiar with the requirements for disciplined management processes; demonstrated ability to create and execute systems, processes, and policies to ensure operational execution success.
- Proven ability to successfully build, manage, and inspire dispersed, multi-function regional and/or nationwide teams.
- Proven ability to manage managers, develop and groom functional leaders, and instill a strong leadership and execution focused culture.
- Proven success at scaling” field and/or business service operations; demonstrated ability to develop and implement the business and management processes required to achieve business results and consistent service execution across a diverse customer base.
- Proven ability to define, create, and implement new services/solutions based on market, customer, and our business need.
- Proven ability to successfully lead change within an organization, setting vision and helping the broader team orient towards new objectives and/or priorities.
- Deep knowledge regarding healthcare technology and the role required for population health.
- Deep knowledge of utilization management, care management, and various other quality and cost management programs required to drive improved healthcare value.
- Deep knowledge of all aspects of healthcare reform and with specifically deep knowledge and expertise regarding payment reform, including ACOs, bundled payments, PCMH, etc.
- Deep knowledge of managed care and the functional operations of 3rd party payers, including all lines of business (commercial, Medicare Advantage, and Medicaid).
- Proven ability to solve complex and difficult problems; strategic thinker.
- Ability to represent the business to senior leadership and at conferences & trade shows; strong public speaking and communication skills.
- Demonstrated ability to thrive in a matrix management and resource environment.
Please note that benefit eligibility may vary by position. Clickhereto review the benefits associated with this position.
Aetna does not permit the use of tobacco related products or drugs in the workplace.
Job Function: Customer Service