Supervisor, Consumer Service Operations
Become a part of our caring community and help us put health first
The Supervisor, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Supervisor, Consumer Service Operations 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.The Supervisor, Consumer Service Operations will work onsite providing support to call center associates who assist members with a variety of services. This role will provide associates with guidance on completing daily goals as well as individual developmental goals.
Additional responsibilities include:
Identify process improvements or gaps in processes to provide better service to our members
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 and holds team members accountable for following established policies.
Assist and lead special projects related to needs of the business.
Make decisions related to call operations, processes, performance and reporting within the Dual Eligibility Outreach (DEO) department.
This department operates from 7:50am - 7:10pm EST. This position will have flexibility as it is a leadership position. Leaders in this position are expected to work one late night per week, which will be Friday for this role.
Location: Waterside Building, Louisville, KY – in office
Use your skills to make an impact
Required Qualifications
Minimum 3 years' experience as a Supervisor with escalated calls experience
Ability to coach and develop 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
Previous experience with coordinating and leading projects and tasks
Experience with Medicare and/or Medicaid compliance regulations and processes
Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel, with ability to learn and navigate new applications quickly
Preferred Qualifications
Experience working in a call center or production environment
Bilingual (English/Spanish) - if selected, a Language Proficiency Assessment will be performed to test fluency in reading, writing and speaking in both languages.
Additional Information
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
- At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
- Satellite, cellular and microwave connection can be used only if approved by leadership.
- Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
- Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About Us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Average salary estimate
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At Humana in Louisville, KY, the Supervisor, Consumer Service Operations plays an essential role in our commitment to putting health first. In this dynamic position, you will oversee daily activities within various service functions, guiding a dedicated team of call center associates as they assist our members with a multitude of services. Your leadership will be pivotal in ensuring that all associates meet their daily and developmental goals while adhering to established policies. With a focus on continuous improvement, you will identify gaps in processes and implement changes that enhance member services. You’ll dive into complex escalated issues, providing guidance and support to your team while also leading special projects that cater to business needs. This role requires not just monitoring performance and promoting productivity, but also a proactive approach to mentoring your associates. With a working schedule that includes one late night per week, you’ll enjoy flexibility in your leadership position while being part of a collaborative environment at our Waterside Building. The ideal candidate will bring at least three years of supervisory experience, a strong understanding of Medicare and Medicaid compliance, and proficiency in Microsoft Office tools. Join us and use your skills to make a real impact in the lives of our members while enjoying competitive benefits and opportunities for personal growth. We can’t wait for you to become a part of our caring community!
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Since 1961, Humana has been committed to helping people live healthy and happy. Our approach is simple—offer personalized care from people who care. We do this by listening to our members and creating solutions to help them reach the best version ...
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