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The Manager, Consumer Service Operations is responsible for the daily activities for Florida Medicaid Contact Center Operations. The Manager, Consumer Service Operations works within specific guidelines to meet state contractual obligations for telephone performance 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.

Humana has a great opportunity for someone to continue their growth within Humana!

The CCC team is looking for a strong individual to manage a contact center team of up to 200+ associates and leaders supporting the Florida Medicaid plan. The manager will oversee strategic planning, staff leadership development, interviewing, hiring, training, call escalations, and ensuring the success of the team (metrics, contractual SLAs, providing constructive feedback) and ensuring best in class service for our members, their families, and authorized representatives. Must be adaptable, upbeat, and unflappable.

This position must reside in the state of Florida.

Responsibilities of the Manager, Consumer Service Operations, Medicaid include:

• Oversee and successfully manage the daily operations of inbound and outbound member call center teams.
• Assist with recruitment, development, training, evaluation, and coaching of qualified member services staff.
• Manage inbound contact center supervisors.
• Ensure sufficient front-line services staffing to guarantee prompt resolution of inquiries, follow ups, and calls. Provide education and details about benefits provided by the Florida Medicaid managed care program.
• Monitor call center performance and metric reports/real time dashboards to ensure compliance with both Humana and Florida Medicaid call center performance standards.
• Oversee the success of the quality assurance program, including audit and analyses of processes and/or systems, to meet contractual SLAs.
• Utilize process improvement methodology to identify, design and execute initiatives to improve call center performance and member satisfaction.
• Lead operational forums and participate in the market governance structure in reviewing pertinent data, member feedback and identifying process improvement opportunities

This position must reside in the state of Florida.

Use your skills to make an impact

Required Qualifications

• 6 years of progressive operational experience in a call center, or operational environment
• 2 or more years leadership experience over a large metric-intensive operational unit with a span of control between 25-100 associates
• 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
• 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
• Experience with Department Budget oversight
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences
• May be required to travel to local office in Tampa/other areas as needed for meetings, etc.
• This position must reside in the state of Florida.

Preferred Qualifications

• Bachelor's Degree
• Prior Experience in healthcare or insurance setting
• Strong understanding of Human Resource principles
• Six Sigma or Lean experience
• Medicaid and Medicaid programs experience is preferred.

Additional Information

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 required; 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.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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.

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.

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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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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.