Supervisor Healthcare Call Center - PST amp MST Time Zones

Profile

Description

The Supervisor, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Supervisor, Inbound Contacts works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.

Responsibilities

The Supervisor, (Healthcare Call Center) Inbound Contacts addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies.

Will lead a team of 16-20 associates.

Required Qualifications

High School Diploma or GED

Experience working in a high volume Inbound and or outbound Call Center that may handle quality call resolution

Working experience working in a healthcare environment

1 years experience leading projects, subject matter expert, team lead or prior leadership experience

Experience working in a heavy metric based environment

Intermediate or above Proficiency in Microsoft Office applications, including: Outlook, Word and Excel (VLookUp and Pivot tables)

Excellent verbal and written communication skills

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work 8 hour shifts in MST or PST Time zone where you reside

Additional Requirements:

Hours: Must be able wok an 8 hour shift Monday through Friday between the hours of 8:00 AM to 8:00 PM - rotating weekends and or holidays. Hours are subject to change based on business needs - Leader will discuss during the interview

Work style/Location: Position will permanently report to a remote/work at home office.

Travel 15%

Preferred Qualifications

Associate's or Bachelor's Degree

1 years experience working on escalated call line, providing support to inter-department for Inbound Contact Representatives

Prior work experience in an operational setting

Leadership experience within a call center environment to include hiring, training, coaching, and up to termination.

Previous experience with coordinating and leading projects and tasks

Bilingual (English and Spanish); with the ability to pass a language assessment

Additional information

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to:

Upon Interview

A personal computing device with a camera, a minimum internet connection speed of 10m x 1m,

A dedicated secure home workspace for interview or work purposes.

Upon Hire

Minimum internet hardwired internet speed of 10m x 1m, (Satellite, Wireless and or Hot Spot service are prohibited)

A dedicated secure home workspace for interview or work purposes.

Equipment will be provided for home office use

Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Company info

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