Location
Dublin, OH, United States
Posted on
Jun 01, 2021
Profile
Description
Humana is excited to announce the opening of a brand new contact center in Dublin, Ohio! Humana was awarded a contract to support the Medicaid members in Ohio with its Healthy Horizons of Ohio statewide Medicaid program, and we need some amazing individuals to join Humana in supporting our new and future members.
The new Humana Medicaid market office and contact center is located at 485 Metro Place South, Dublin, OH 43017. This exciting new position will start with training for the first 8-9 weeks. Training may be conducted virtually or at the Dublin office. Humana is looking to have the team ready to support Humana's Medicaid members in Ohio by late 2021, but the manager will be hired to participate in the selection and hiring of the new team.
Humana's Medicaid Inbound Contact Center Manager will be responsible for the supervision and oversight of the Ohio Medicaid enrollee call center. The manager 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. The Contact Center Managers will be responsible for managing 60-80 team members and 3-5 supervisors each.
The Humana contact center is located just west of downtown Oklahoma City near I-40 at 7725 W. Reno Ave, Suite 370, Oklahoma City, OK 73127. These 2 exciting new positions will start with virtual or Work at Home (WAH) training for the first 8-9 weeks. Once training is complete the Managers will returning to the newly renovated office in OKC with their team. Humana is looking to have both teams ready to support Humana's Oklahoma Medicaid members and providers starting mid-late summer
Humana's Medicaid Inbound Contact Center Managers will be responsible for the supervision and oversight of the Oklahoma Medicaid enrollee call center. 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. The Contact Center Managers will be responsible for managing 60-80 team members and 3-5 supervisors each.
Responsibilities
Where you come in:
Overseeing and successfully managing the daily operations of inbound enrollee call center teams
Leading the recruitment, development, training, evaluation, and coaching of qualified enrollee services staff
Ensuring sufficient enrollee services staffing to guarantee prompt resolution of enrollee inquiries
Ensuring sufficient enrollee services staffing to enable prompt and appropriate education to enrollees about participation in the Ohio Medicaid managed care program.
Developing and monitoring call center performance reports to ensure compliance with the Ohio Medicaid call center performance standards.
Utilizing process improvement methodology to identify, design and execute initiatives to improve call center performance and enrollee satisfaction
Meeting call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions
Leading operational forums and participate in the market governance structure in reviewing pertinent data, enrollee feedback and identifying process improvement opportunities
COME GROW WITH HUMANA! BENEFITS START ON DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM
What you need for success! - Required Qualifications
Bachelor's Degree or equivalent years of experience in a similar role
6 years of progressive operational experience in a call center, or operational environment
2 years of leadership experience over a large metric-intensive operational unit with a span of control between 25-100 associates
Demonstrated experience and capability with coaching and developing associates formally and informally
Prior experience monitoring and recommending improvements to increase team productivity, by providing expert advice and assistance to other associates, as needed
Demonstrated experience in project management, process improvement or process design
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio, TEAMS, Power BI
Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana
Experience with department budget oversight
Must live within a commutable distance to the Dublin, OH office and comfortable returning to the office (Humana social distancing and other COVID policies and procedures will be adhered to)
What you need to be STAND OUT from the crowd!: Preferred Qualifications
Prior experience as a leader heavily involved in the opening of a new call center and successfully handling all the potential implementation issues that occur
Management experience within in a call center environment for a health plan and/or healthcare industry experience
Strong understanding of Human Resource principles
Six Sigma or Lean experience
Fluency in multiple languages is a plus, preferably Spanish and English
Additional Information
Flexibility - ability to work overtime including weekends, based on business needs
Department Hours - Shift could fall between business hours of 7am-7pm Eastern Time . Hours may be subject to change based on business needs
Training Hours - Training will start day one of employment and run the first 8 -9 weeks with a schedule of 8:00 am - 4:30 pm Eastern Time . Perfect attendance during training is required to avoid gaps in training and is vital for your success in this role. Therefore, very little time off is allowed during training (certain exceptions may be made).
#OHMedicaid #ThriveTogether #WorkAtHome
Scheduled Weekly Hours
40
Company info
Sign Up Now - ManagerCrossing.com