Medicaid Inbound Contact Center Manager - OKC Virtual Training

Profile

Description

Humana is excited to announce the opening of a brand new contact center in Oklahoma City, OK! Humana was awarded a contract to support the Oklahoma Medicaid population with its Healthy Horizons of Oklahoma statewide Medicaid program and we need some amazing individuals to join Humana in supporting our new and future members.

The new 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. This exciting new positions will start with virtual or Work at Home (WAH) training for the first 8 weeks. Once training is complete the Manager will returning to the newly renovated office in OKC with their team. Humana is looking to have the entire team ready to support Oklahoma Medicaid members starting mid-late summer

Humana's Medicaid Inbound Contact Center Manager 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 Manager will be responsible for managing 60-80 team members.

Responsibilities

What we need your help with:

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

Ensure sufficient enrollee services staffing to guarantee prompt resolution of enrollee inquiries

Ensures sufficient enrollee services staffing to enable prompt and appropriate education to enrollees about participation in the Oklahoma Medicaid managed care program.

Develops and monitor call center performance reports to ensure compliance with the Oklahoma Medicaid call center performance standards.

Utilize process improvement methodology to identify, design and execute initiatives to improve call center performance and enrollee satisfaction

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions

Leads 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 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 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 with monitoring and recommending improvements to increase team productivity by providing expert advice and assistance to other associates, as needed

Demonstrated experience with 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 new office and comfortable returning to the office after virtual training is completed.

Temporary Work at Home Requirements

Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

What you need to be STAND OUT among the crowd! : Preferred Qualifications

Prior experience as a leader heavily involved in the opening of a new call center and handling all the potential issues that occur.

Management experience within in a call center environment for a managed care payor and/or health plan organization

Prior Experience in healthcare preferably in a healthcare insurance setting

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 CST. Hours may be subject to change based on business needs

Training Hours - Training will start day one of employment and run the first 8 weeks with a schedule of 8:00 am - 4:30 pm CST . Attendance is vital for success so little to no time off is allowed during training.

#OKMedicaid #ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com