Humana

Compensation

Full Description

Job 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