Operations Manager Inbound Contacts

Profile

Description

The Manager, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Manager, Inbound Contacts 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.

Responsibilities

The Manager, Inbound Contacts addresses the management of teams addressing customer needs which include complex benefit questions, resolving issues, and educating members. Their team will be responsible for performing in a compliant manner the documentation of member inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. The manager will be responsible for organizing Supervisory leadership to deescalate member issues and route as appropriate. The manager will take over in instances where there are gaps and serves the business need to perform the duty as a mechanism of understanding the gaps and barriers to address with the teams. Escalates unresolved and pending customer grievances. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department. Must work with Centers for Medicare and Medicaid compliance in mind at all times.

Required Qualifications


HSD or GED
Minimum 4 years working within operations in a health related field
Minimum 3 years of management to include hiring, training, coaching and up to termination
Experience managing call centers with hands on operational work settings, and developing a compliance driven culture/environment
Must be able to work very closely with the operations team, associates and other department leaders during working hours.
Ability to hold others accountable and maintain a professional work environment
Experience with prioritizing and balancing multiple responsibilities and projects
Prior demonstrated experience with process improvement and implementation
Project Management experience
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Additional Requirements:

Work Style: Work at Home


Must have a separate room with a locked door that can be used as a home office to ensure you and your patients have absolute and continuous privacy while you work
Must have accessibility to hardwired high speed internet with minimum speeds of 10Mx1M for a home office (Wireless and Satellite are prohibited)


Location: Remote United States, except and Alaska and Hawaii

Hours Required based on time zone - 5 days a week. Must be able to work coverage overall operations to include weekends and holidays including weekends (see 'Additional information' section for details)


Pacific: 8:00 AM - 5:00 PM
Mountain: 9:00 AM - 6:00 PM
Central: 10:00 AM - 7:00 PM
Eastern: 11:00 AM -8:00 PM


Preferred Qualifications:


Leadership experience over a large metric-intensive operational unit with a span of control between 80 - 200 associates
Experience in healthcare or pharmacy operations
Six Sigma, Lean (or other quality program) background
Master's degree


Additional Information

Regular Schedule and Peak/Open enrollment

Regular Schedule - April to September : Work schedule will mostly follow a 5 day work week covering business needs and rotating weekend and holiday coverage with peers. Accommodate business meetings that will at times occur outside of work schedule

Peak/Open Enrollment - October to March : Work schedule will mostly follow a 7 day a week schedule. Must be willing to share the responsibilities with the operation leadership team to support the business needs. The coverage responsibility is to be available as oversight to train, coach, or assist associates' only as needed with member's calls. Potential work week hours may average 50 hours at a minimum.

Training: Initial in class training will be 3 months. Role training will average a year.

# of Direct Reports: 3 to 5 Supervisors (Overall operation expected to average 80 to 100 personnel on site.).

Language Proficiency Testing (English/Spanish ): Any Humana associate who speaks with a member in a language other than Spanish and/or English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Inter agency Language Rating (ILR) test as provided by the Federal Government)

Scheduled Weekly Hours

40

Company info

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