Supervisor, Consumer Service Operations - LA Medicaid

Humana Ama, LA 2019-07-09

Description

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.

Responsibilities

The Supervisor, Consumer Service Operations will be responsible for the supervision and oversight of the Louisiana Medicaid enrollee inbound contact representatives. They will coordinate communication between Humana and our members, their families, and authorized representatives to provide excellent service . They will be responsible for enrollee services call center adherence to rules, regulations and performance metrics.

Primary Responsibilities

  • Oversee and successfully manage the daily operations of inbound and outbound enrollee call center teams
  • Lead the recruitment, development, training, evaluation, and coaching of qualified enrollee services staff
  • Manage inbound contact representatives
  • Ensure sufficient enrollee services staffing to guarantee prompt resolution of enrollee inquiries
  • Ensure sufficient enrollee services staffing to enable prompt and appropriate education to enrollees about participation in the Louisiana Medicaid managed care program
  • Develop and monitor call center performance reports to ensure compliance with the Louisiana Medicaid managed care call center performance standards
  • Oversee quality assurance program, including audit and analyses of processes and/or systems, to coordinate effective communication between Humana associates and enrollees/enrollee representatives
  • Utilize rapid cycle process improvement methodology to identify, design and execute initiatives to improve call center performance and enrollee satisfaction
  • Lead operational forums and participate in the market governance structure in reviewing pertinent data, enrollee feedback and identifying process improvement opportunities

Required Qualifications

  • Bachelor's Degree or equivalent experience
  • 4-6 years of leadership, escalated calls experience, or team lead experience
  • Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel
  • 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
  • Understands upstream and downstream impacts

Preferred Qualifications

  • Experience working in a call center or production environment
  • Prior work in a Healthcare operational setting
  • Proficiency in Microsoft Access

Scheduled Weekly Hours

40
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