NC Medicare Inbound Provider Contact Supervisor - Charlotte NC

Profile

Description

Humana is excited to announce the expansion of the Humana contact center in Charlotte, NC! Humana has been awarded a contract to support the North Carolina Medicare population with its statewide Medicare program, and we need amazing individuals to join Humana in supporting our expanding location.

The Humana contact center in Charlotte is located near WWT Harris Blvd and Mallard Creek Rd. These new positions will work in the North Carolina market office and contact center location at 8520 Cliff Cameron Dr. Charlotte, NC 28269 immediately. Humana is looking to have the entire team ready to support our NC Medicare business starting early August.

The Consumer Service Operations Supervisor opening that supports the North Carolina Medicare Provider Contact Center team needs a strong individual to supervise a contact center team of up to 25 associates supporting the North Carolina Medicare plan. The supervisors will coordinate communication between Humana and our providers to provide excellent service.

Responsibilities

Where you come in:


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 Florida Medicaid managed care program
Monitor call center performance reports to ensure compliance with the Louisiana 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 START ON DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications


2 years of experience within a Contact Center handling day-to-day operations/requirements, metrics and goals
2 years in a leadership role directly supporting a state Medicaid plan or related experience
2 years of experience directly and indirectly coaching, mentoring and developing associates for continued success and goal achievements
Prior experience utilizing MS Office applications, including: Outlook, Teams, Word, Excel, PPT, TEAMS, and Power BI
Demonstrated the ability to monitor and recommend improvements to increase team productivity
Demonstrated the ability to provide expert advice, guidance, solutions and assistance to advocates
Previous experience with coordinating and leading projects and tasks
Ability to work any shift between the hours of 8am-8pm, EST, M-F, including some weekends, according to business needs
Must live within a commutable distance to the Humana office at 8520 Cliff Cameron Dr. Charlotte, NC 28269


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
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 8am-8pm EST.

Hours subject to change based on business needs


Scheduled Weekly Hours

40

Company info

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