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Director | Medicaid Inbound Contacts

Humana

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Posted on Jul 27, 2024

Become a part of our caring community and help us put health first

The Customer Contact Center (CCC) Director will be primarily focused and responsible for the operations of Inbound Medicaid Contact Centers serving members and providers. In this role, you will have a diverse team of people leaders and contact center advocates focused on elevating provider and member experience. The Director will provide input into strategy and be responsible for executing on operational initiatives and achieving all service level requirements across multiple lines. Primarily responsible for overseeing the day-to-day Medicaid contact center operations team responsible for addressing customer needs which may include complex benefit questions, resolving issues, and educating members and providers.

This role directs, manages, designs, and oversees the Medicaid Contact Centers, a growing channel currently consisting 1M+ contacts annually. The primary objective will be to create the best member and provider outcomes generated from an inbound contact. Will work closely with the Medicaid Market leaders on reporting and analysis requirements for existing and prospective states to maintain performance and adherence to contractual agreements. This role uses member and provider data, associate metrics, and operational intelligence to solve complex enterprise problems and make decisions which align to enterprise strategies which will positively impact our members and providers. Identifying and developing your team(s) to identify optimization opportunities will be key.

Desired Skillset:

Ability, willingness and capability to manage and prioritize competing critical and time sensitive projects

Strategic thinking and planning capabilities; organized and detail oriented; ability to see around corners and connect the dots

Enthusiasm and motivation; a confident change-agent

Ability to mentor and empower associates to improve member and provider experience

Ability to influence outcomes, timing and scope of strategic priorities

Ability in managing and maintaining a positive, supportive team culture

Use your skills to make an impact

Required Qualifications

6+ years of professional management experience – preferred in a Contact Center environment
Experience in leading programs and initiatives that cross multiple departments and locations
Experience in working, and strategizing, with outsourcing partners
Experience in establishing structured reporting for both operations and project metrics
Experience utilizing of budgets and financial responsibilities - including leading initiatives that have positive financial outcomes
Proven experience building and maintaining strategic relationships across multiple partners, both internally and externally

Preferred Qualifications

Bachelor’s degree
Experience in Medicaid operations
Experience in Health Care industry
Experience in Health Insurance Industry

Additional Information

Location: Remote U.S.

Interview Format

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.

Work At Home Statement

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 recommended; 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

SSN Statement

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

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.

$136,200 - $187,400 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.

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 because he or she is a protected veteran. 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.