Manager Consumer Service Operations - Dublin OH

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Job Information
Humana
Manager, Consumer Service Operations - Dublin, OH
in
Dublin
Ohio
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.
We have an exciting opportunity available for a Manager, Consumer Service Operations that will be responsible for the daily activities across multiple service functions. The Manager, Consumer Service Operations works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.
Responsibilities
What we need your help with:
The Manager, Consumer Service Operations may perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department.
Required Qualifications
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 by providing expert advice and assistance to other associates, as needed
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 a high level of 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 departmental budget oversight
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications:
Bachelor's Degree
Prior Experience in healthcare or insurance setting
Strong understanding of Human Resource principles
Six Sigma or Lean experience
Bilingual (ability to speak Spanish) is desirable, but not required
Additional Information
Call center location 485 Metro Place south. Dublin, OH 43017
Flexibility - ability to work overtime including occasional weekends, based on business needs
Department Hours - Shift could fall between business hours of 6:45am-8pm EST.   Hours may be subject to change based on business needs
Training Hours - Training will start day one of employment and run the first 7 weeks with a schedule of 8:00 am - 4:30 pm EST. Attendance is vital for success so little to no time off is allowed during training.
Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government
#ThriveTogether
For this job, associates are required to be fully COVID vaccinated, including booster or undergo weekly COVID testing and wear a face covering while at work. The weekly testing will need to be done through an approved Humana vendor, and unvaccinated associates should follow all social distancing and masking protocols if they are required to come into a Humana facility or work outside of their home. We are a healthcare company committed to putting health and safety first for our members, patients, associates, and the communities we serve.
If progressed to offer, you will be required to:
Provide proof of full vaccination, including booster or commit to testing protocols
*OR  *
Provide proof of applicable exemption including any required supporting documentation
​​Medical, religious, state and remote-only work exemptions are available.
Scheduled Weekly Hours
40

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