Supervisor Consumer Service Operations Fully Bilingual English/Spanish San Juan PR

Profile

Description

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.

Responsibilities

The Supervisor, Consumer Service Operations may perform installation, implementation, client support, client services, client administration, customer service, enrollment, eligibility, claims processing, and service operations. 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.

Required Qualifications


Bachelor's Degree
Fully Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish. See Additional Information on testing
4 - 6 years of leadership, escalated calls experience, or team lead experience
Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel
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
Previous experience with coordinating and leading projects and tasks
Understands upstream and downstream impacts
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Work At Home requirements (Temporary due to COVID-19): 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


Preferred Qualifications


Experience working in a call center or production environment
Prior work in a Healthcare operational setting
Proficiency in Microsoft Access


Additional information


Schedule: Monday to Friday from 8 am to 5 pm.

Training: 2-4 weeks - Remotely

Work Location (Address): This permanent job is working from Home temporary due to Covid 19 emergency. This position will deploy to the following location at a future date: 383 Ave F D Roosevelt Ave. San Juan, PR 00918

% Travel: none

# of Direct Reports: 10
Language Proficiency Testing (English/Spanish): Any Humana associate who speaks with a member in a language other than Spanish and/or 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.


Scheduled Weekly Hours

40

Company info

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