Become a part of our caring community and help us put health first

The Supervisor, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Supervisor, Consumer Service Operations works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

The Supervisor, Consumer Service Operations will work IN OFFICE providing support to call center associates who assist members with a variety of services. This role will provide associates with guidance on completing daily goals as well as individual developmental goals. Additional responsibilities include:

• Identify process improvements or gaps in processes to provide better service to our members
• Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates.
• Ensures consistency in execution across team and holds team members accountable for following established policies.
• Assist and lead special projects related to needs of the business.
• Make decisions related to call operations, processes, performance and reporting within the Dual Eligibility Outreach (DEO) department.

This department operates from 7:50am - 7:10pm EST. The hours for this position will either be 9:30am-6pm EST OR 10:30am-7pm EST. Leaders in this position are expected to work one late night per week.

Use your skills to make an impact

Required Qualifications

• Minimum 3 years experience as a Team Lead/Supervisor or Subject Matter Expert with escalated calls
• Demonstrated capability with coaching and developing associates formally and informally
• Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
• Previous experience with coordinating and leading projects and tasks
• Experience with Medicare and/or Medicaid compliance regulations and processes
• Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel, with ability to learn and navigate new applications quickly

Preferred Qualifications

• Experience working in a call center or production environment
• Bilingual (English/Spanish) - if selected, a Language Proficiency Assessment will be performed to test fluency in reading, writing and speaking in both languages.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.