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Job Details

Medicaid Inbound Contact Center Supervisor - OKC Virtual Training

Location
Oklahoma City, OK, United States

Posted on
Mar 16, 2021

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Description

Humana is excited to announce the opening of a brand new contact center in Oklahoma City, OK! Humana has been awarded a contract to support the Oklahoma Medicaid population with its statewide Healthy Horizons of Oklahoma Medicaid program and we need some amazing individuals to join Humana in supporting our new and future members.

The Humana contact center will be located just west of downtown Oklahoma City, near I-40, at 7725 W. Reno Ave, Suite 370, Oklahoma City, OK 73127. These exciting new positions will start with virtual or Work at Home (WAH) training for the first 8 weeks. Once training is complete these new positions will returning to the newly renovated office in OKC with their teams. Humana is looking to have the entire team ready to support Oklahoma Medicaid members starting mid-late summer.

Humana is looking to bring 3 Medicaid Inbound Contact Center Supervisor on board to start the new call center. They will be responsible for the supervision and oversight of the Oklahoma Medicaid enrollee contact center team. The supervisors will coordinate communication between Humana and our members, their families, and authorized representatives to provide excellent service. They will be responsible for enrollee services call center adherence to rules, regulations and performance metrics. Each supervisor will lead a team of 20-30 inbound contact representatives.

Responsibilities

What we need your help with:


Oversee and successfully manage the daily operations of inbound and outbound enrollee call center teams
Assist with recruitment, development, training, evaluation, and coaching of qualified enrollee services staff
Manage inbound contact representatives
Ensure sufficient enrollee services staffing to guarantee prompt resolution of enrollee inquiries
Ensure sufficient enrollee services staffing to enable prompt and appropriate education to enrollees about participation in the Louisiana Medicaid managed care program
Monitor call center performance reports to ensure compliance with the Oklahoma Medicaid managed care call center performance standards as well as Humana's standards
Oversee quality assurance program, including audit and analyses of processes and/or systems, to coordinate effective communication between Humana associates and enrollees/enrollee representatives
Utilize process improvement methodology to identify, design and execute initiatives to improve call center performance and enrollee satisfaction
Lead operational forums and participate in the market governance structure in reviewing pertinent data, enrollee feedback and identifying process improvement opportunities


COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications


Associate's / Bachelor's Degree or equivalent years of experience
4 years of leadership, escalated calls experience, or team lead experience
Proficiency in all Microsoft Office programs including Word, PowerPoint, Excel, TEAMS, and Power BI
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
Previous experience with coordinating and leading projects and tasks
Understands upstream and downstream impacts
Quantitative and analytical skills, and attention to detail
Must live within a commutable distance to the new office and comfortable returning to the office after virtual training is completed.


Temporary Work at Home Requirements


Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.


What you need to be STAND OUT among the crowd! : Preferred Qualifications


4 years of experience in a supervisor or manager role within an inbound / outbound call center environment
Leadership, escalated calls experience, or team lead experience within a call center for a managed care payor and/or health plan organization
Prior Medicaid / Medicare / Healthcare experience.
High level of emotional intelligence with a proven ability to influence office culture and engagement in a positive manner
Fluency in multiple languages is a plus, preferably Spanish and English


Additional Information


Flexibility - ability to work overtime including weekends, based on business needs
Department Hours- Shift could fall between business hours of 7am-7pm CST.

Hours subject to change based on business needs

Training Hours - Training will start day one of employment and run the first 8 weeks with a schedule of 8:00 am - 4:30 pm CST . Attendance is vital for success so little to no time off is allowed during training.
#OKMedicaid #ThriveTogether #WorkAtHome


Scheduled Weekly Hours

40

Company info

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