Oklahoma Provider Inbound Contact Supervisor - Oklahoma City

Profile

Description

Humana is excited to announce the opening of a brand new contact center in Oklahoma City, OK! Humana has been awarded a contract to support the Oklahoma Medicaid population with its statewide Healthy Horizons of Oklahoma Medicaid program and we need some amazing individuals to join Humana in supporting our new and future providers.

The Humana contact center will be located just west of downtown Oklahoma City, near I-40, at 7725 W. Reno Ave, Suite 370, Oklahoma City, OK 73127. These exciting new positions will start with virtual or Work at Home (WAH) training for the first 9 weeks. Once training is complete these new positions will returning to the newly renovated office in OKC with their teams. Humana is looking to have the entire team ready to support Humana Oklahoma Medicaid starting mid-late summer.

Humana is looking to bring 2 Medicaid Inbound Contact Center Supervisors to support Medicaid Providers. They will be responsible for the supervision and oversight of the Oklahoma Medicaid 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 provider 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 Louisiana Medicaid managed care program

Monitor call center performance reports to ensure compliance with the Oklahoma 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

Associate's / Bachelor's Degree or equivalent years of experience

4 years of leadership, escalated calls experience, or team lead experience

Proficiency in all Microsoft Office programs including Word, PowerPoint, Excel, TEAMS, and Power BI

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

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 CST.

Hours subject to change based on business needs

Training Hours - Training will start day one of employment and run the first 9 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.

#OKMedicaid #ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com