OH Medicaid Inbound Contact Center Supervisor

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. These exciting new position will start with virtual 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 leadership team will be hired to participate in the selection and hiring of the new team.

Humana is looking to bring 4-5 Medicaid Inbound Contact Center Supervisor on board to start the new call center. They will be responsible for the supervision and oversight of the Ohio Medicaid enrollee contact center team. The supervisors 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. Each supervisor will lead a team of 20-30 inbound contact representatives.

Responsibilities

What we need your help with:


Oversee and successfully manage the daily operations of inbound and outbound enrollee call center teams
Assist with 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 Ohio Medicaid managed care program
Monitor call center performance reports to ensure compliance with the Ohio Medicaid managed care call center performance standards as well as Humana's 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 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


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


2 years in a leadership role directly supporting Medicaid / Medicare or related experience
Prior experience directly and indirectly coaching, mentoring and developing associates for continued success and goal achievements
2 years of experience within a contact center handling day-to-day operations/requirements, metrics and goals
Proficiency in all Microsoft Office programs including Word, PowerPoint, Excel, TEAMS, and Power BI
Demonstrated ability to monitor and recommend improvements to increase team productivity
Demonstrated ability to provide expert advice, guidance, solutions and assistance to associates as needed to enhance the customer experience
Ability to work any shift between the hours of 745am-9pm, EST, M-F, including some weekends and holidays, according to business needs
Understands upstream and downstream impacts
Quantitative and analytical skills, and attention to detail
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


4 years of experience in a supervisor or manager role within an inbound / outbound call center environment
Leadership, escalated calls experience, or team lead experience within a call center for a managed care payor and/or health plan organization
Prior Medicaid / Medicare / Healthcare experience.
High level of emotional intelligence with a proven ability to influence office culture and engagement in a positive manner
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 EST.

Hours 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 EST . Attendance is vital for success so little to no time off is allowed during training.
#OHMedicaid #ThriveTogether #WorkAtHome


Scheduled Weekly Hours

40

Company info

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