Manager, Consumer Service Operations

Job not on LinkedIn

23 hours ago

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $86.3k - $118.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Humana

WebsiteLinkedInAll Job Openings

Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

10,000+ employees

Founded 1961

⚕️ Healthcare Insurance

📋 Description

• Oversee and successfully manage the daily operations of inbound and outbound member call center teams. • Assist with recruitment, development, training, evaluation, and coaching of qualified member services staff. • Manage inbound contact center supervisors. • Ensure sufficient front-line services staffing to guarantee prompt resolution of inquiries, follow ups, and calls. • Provide education and details about benefits provided by the Florida Medicaid managed care program. • Monitor call center performance and metric reports/real time dashboards to ensure compliance with both Humana and Florida Medicaid call center performance standards. • Oversee the success of the quality assurance program, including audit and analyses of processes and/or systems, to meet contractual SLAs. • Utilize process improvement methodology to identify, design and execute initiatives to improve call center performance and member satisfaction. • Lead operational forums and participate in the market governance structure in reviewing pertinent data, member feedback and identifying process improvement opportunities

🎯 Requirements

• 6 years of progressive operational experience in a call center, or operational environment • 2 or more years leadership experience over a large metric-intensive operational unit with a span of control between 25-100 associates • Demonstrated capability with coaching and developing associates formally and informally • Ability to monitor and recommend improvements to increase team productivity • Prior demonstrated experience with project management, process improvement or process design • Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio • Ability to manage multiple tasks and deadlines with attention to detail • Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana • Demonstrated problem solving skills; ability to give direction and make sound business decisions • Experience with Department Budget oversight

🏖️ Benefits

• Medical, dental and vision benefits • 401(k) retirement savings plan • Paid time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave) • Short-term and long-term disability • Life insurance and many other opportunities