Supervisor Inbound Contact Center

Description The Supervisor, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Supervisor, Inbound Contacts 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, Inbound Contacts addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies. Suggested Posting: Humana is excited to announce we were awarded a contract to support the Medicaid members in Louisiana with its Healthy Horizons of Louisiana statewide Medicaid program, and we need some amazing individuals to join Humana in supporting our new and future members. This exciting new position will start with virtual training for the first 8 weeks. Training will be conducted virtually. Humana is looking to have the team ready to support Humana’s Medicaid members in Louisiana by January 1, 2023. Humana is looking to bring 3 Medicaid Inbound Contact Center Supervisors on board to lead Work at Home member inbound calls teams. They will be responsible for the supervision and oversight of the Louisiana 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 20-25 inbound contact representatives. 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 remote 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 Monitor call center performance reports to ensure compliance with the 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 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 6:45am-7pm, CST, M-F, including some weekends and holidays, according to business needs Understands upstream and downstream impacts Quantitative and analytical skills, and attention to detail Flexibility to work from home or in-office as business needs dictate Work at Home Requirements Must have the ability to provide a high-speed DSL or cable modem for a home office (Satellite service is NOT allowed for this role). A minimum standard speed for optimal performance of 25x10 (25mbs download x 10mbs 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 Experience leading remote or virtual customer service teams Proficiency with Microsoft Power BI Additional Information Flexibility - ability to work extended hours including some weekends or holidays based on business needs Department Hours- Shift could fall between business hours of 6:45am-7pm CST. Hours 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. Scheduled Weekly Hours 40