Call Center Supervisor HCPR UM Administration

Profile

Description

The Supervisor, UM Administration contributes to administration of utilization management. The Supervisor, UM Administration 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, UM Administration provides non-clinical support for the policies and procedures ensuring best and most appropriate treatment, care or services for members. Decisions are typically 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.

The Supervisor, UM Administration will be overseeing a team of approximately 25 associates. This position has the opportunity to support these associates to ensure Humana is delivering a positive experience for consumers. On a regular basis, this position will be responsible for leading, coaching, and developing phone associates in the call center.

Location: Remote USA with the option to work in office sometimes, depending on candidate's location

Preferred Locations: AZ, West Coast, KY, and TX

Schedule: Monday through Friday 12:30PM to 9:00PM EST, with the ability to work until 11PM EST occasionally. With weekend rotations about every 4-6 weeks

Required Qualifications


Associate Degree
1 - 3 years' experience in a team leadership or supervisory position
At least 1 year of call center experience
Proficiency in Microsoft Office Word, Excel and PowerPoint
Able to give direction and make sound business decisions
Ability to exercise sound judgement and engage in ethical behavior
Exceptional verbal and written communication skills
Ability to multi task
Ability to use multi systems on a daily basis
Strong emotional intelligence skills
Ability to coach and develop a variety of diverse associates
Strong attention to detail
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Experience in an operational setting
General understanding of economic, financial and operational concepts
Previous supervisory experience in a call center setting


Additional Information

Interview Format:

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email/text correspondence inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from **** with instructions to add the information into the application at Humana's secure website.

Work-At-Home Requirements

WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Scheduled Weekly Hours

40

Company info

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