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Become a part of our caring community and help us put health first
The Manager, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Manager, Consumer Service Operations works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.
The Manager, Consumer Service Operations may perform customer service, enrollment and eligibility, and call center operations and escalations. This individual investigates and settles customer service issues and manages a high performing specialty line of business with the call center. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. This role requires cross departmental collaboration, with this individual conducting briefings and area meetings. This individual will maintain frequent contact with other managers across the department.
Use your skills to make an impact
Required Qualifications
Minimum 6 years of progressive operational experience in a call center, or operational environment including demonstrated understanding of call center KPI’s
Minimum 2 years of leadership experience over a large metric-intensive operational unit (between 18-100 associates)
Demonstrated capability with coaching and developing associates formally and informally
Experience with Department Budget oversight
Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed
Prior demonstrated experience with project management, process improvement or process design
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project, and Visio
Ability to manage multiple tasks and deadlines with attention to detail
Effective communication skills: ability to speak with line associates and deliver presentations to senior leaders of Humana
Demonstrated problem solving skills; ability to give direction and make sound business decisions
Work-At-Home Requirements
At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Associates 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 associates 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
Preferred Qualifications
Undergraduate Degree
Strong understanding of Human Resource principles including attendance policy
Six Sigma or Lean experience
Additional Information
As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.
If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. This is a remote role - #LI-Remote
Scheduled Weekly Hours
40
Pay 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.
$86,300 - $118,700 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
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.
Application Deadline: 03-21-2025
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.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.