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Senior Customer Experience Liaison

Aetna Inc.

This is a Contract position in Anaheim, CA posted December 31, 2021.

Job Description The liaison role will be a key member of our benefits service delivery team spanning across our service center and client services team.

The role will be a key driver in representing the voice of the customer across all service towers.

The ideal candidate will have deep core HW knowledge and an equally matching expertise in service center delivery operations.

Exceptional communication skills and ability to navigate and influence change across a highly matrixed organization is a must.

Ability to work and thrive in a high growth and rapid change environment is key Fundamental Components: Educating Client Services on Service Center process/procedures/expectations Identify and drive service delivery process improvements Represent the voice of the customer in every interaction across our delivery teams Educating Service team members on client expectations, commitments, SLAs, PGs, etc.

Educate and drive to standard core service delivery model Participating in internal and external client meetings as needed Researching trends to identify root cause and work with Service Center and/or CS team on strategy and solution(s) Analyze data and trends to drive change Identify opportunities for process and technology enhanced solutions Drive domain expertise across the service center Coach and mentor service center personnel Work directly with service Center Operations Leader and COE lead to improve employee and client experience Assist with development of CSR training materials and modifying CS and Service Center workflows revision of portal instructions/text for better clarification, etc.

Monitor client SLAs / PGs to ensure bswift meets contractual obligation Assist CS team and Client to understand SLA reporting results Client OE Planning (i.e., communications, timelines, training, staffing, overall delivery) Support Service Center supervisor in client implementations, training, coaching and auditing others work Support new prospective client meetings Manage 5 to 10 client alignments Required Qualifications Results driven leader with 5 years experience in benefits administration, client delivery and implementations, people management, training and service center operations.

COVID Requirements COVID-19 Vaccination Requirement CVS Health requires its Colleagues in certain positions 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, pregnancy, or religious belief that prevents them from being vaccinated.

If you are 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 within the first 10 days of your employment.

For the two COVID-19 shot regimen, you will be required to provide proof of your second COVID-19 shot within the first 45 days of your employment.

Failure to provide timely proof of your COVID-19 vaccination status will result in the termination of your employment with CVS Health.

If you are unable to be fully vaccinated due to disability, medical condition, pregnancy, or religious belief, you will be required to apply for a reasonable accommodation within the first 10 days of your employment in order to remain employed with CVS Health.

As a part of this process, you will be required to provide information or documentation about the reason you cannot be vaccinated.

If your request for an accommodation is not approved, then your employment may be terminated.

Preferred Qualifications N/A Education Bachelor’s degree or equivalent experience Business Overview At Aetna, a CVS Health company, we are joined in a common purpose: helping people on their path to better health.

We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused.

Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We are committed to maintaining a diverse and inclusive workplace.

CVS Health is an equal opportunity and affirmative action employer.

We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, gender, gender identity, age, disability or protected veteran status.

We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.