Supervisor, Consumer Service Operations
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Job Location:
Louisville, KY - USA
Yearly Salary:
$ 59300 - 80900
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Become a part of our caring community and help us put health first
The Supervisor Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Supervisor Consumer Service Operations 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.The Supervisor Consumer Service Operations will work onsite providing support to call center associates who assist members with a variety of services. This role will provide associates with guidance on completing daily goals as well as individual developmental goals.
Additional responsibilities include:
- Setting clear expectations and managing performance effectively ensuring advocate contributions are aligned with departmental and organizational goals.
- Consistently monitor progress against established goals using performance data and key metrics. Conduct regular check-ins such as weekly or monthly reviews to assess progress and address challenges promptly.
- Provide timely constructive and actionable feedback to advocates. Encourage advocates seek and offer feedback to foster a culture of continuous improvement and trust. Leverage technology (e.g. Workday Teams) for real-time feedback.
- Identify areas for professional growth through ongoing coaching training and development opportunities. Collaborate with advocates on Individual Development Plans (IDPs) and encourage participation in both internal and external learning initiatives.
- Conduct robust formal performance reviews at least annually summarizing achievements areas for recognition and developmental opportunities. Link individual performance outcomes to departmental and organizational priorities and document progress and feedback in relevant systems.
- Maintain up-to-date knowledge of all relevant systems platforms and documented procedures. This includes understanding process systems compliance support and platforms such as DUET Customer Interface CRM as well as staying informed about any changes that may impact operational performance.
- Communicate operational updates changes and expectations in a timely and clear manner. Foster an environment of collaboration and leadership by participating in meetings sharing ideas for process improvement and ensuring that all advocates are aligned with organizational objectives.
- Encourage active participation from advocates in department activities and initiatives. Support team engagement through regular feedback training and opportunities for professional growth thereby strengthening overall team effectiveness.
- Provide real-time assistance on the floor engage in team and management chats to resolve issues and facilitate smooth operations.
- Assist Production Leads with Helpdesk and administrative tasks as needed to ensure business continuity and workflow efficiency.
- Communicate promptly with Workforce Management (WFM) regarding exceptions ensuring accurate reporting and compliance.
- Oversee attendance line verify and update headcount support late-night operations and ensure compliance when acting as late-night leader on the floor.
- Participate in all relevant meetings and leadership development courses to stay informed and enhance operational effectiveness.
This department operates from 7:50am - 7:10pm EST. This position will have flexibility as it is a leadership position. Leaders in this position are expected to work one late night per week which will be Friday for this role.
Location: Waterside Building Louisville KY in office
Use your skills to make an impact
Required Qualifications
Minimum 2 years experience leading as a Production lead and/or as a supervisor with escalated calls experience
Ability to coach and develop 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
Experience with Medicare and/or Medicaid compliance regulations and processes
Proficiency in all Microsoft Office programs including Word PowerPoint and Excel with ability to learn and navigate new applications quickly
Preferred Qualifications
Experience working in a call center or production environment
Bilingual (English/Spanish) - if selected a Language Proficiency Assessment will be performed to test fluency in reading writing and speaking in both languages.
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.
Scheduled Weekly Hours
40Pay 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.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.
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.
Required Experience:
Manager
Key Skills
- Business
- Patient Care
- Compliance
- Facility
- Emergency
- Accounting
- HVAC
- Daily Operations
- Direct Supervision
- Professional Development
- Service Management
- Service Operations
- Service Quality
- Payroll
- Service Technician
About Company
Humana är en ledande nordisk omsorgskoncern med verksamhet inom individ- och familjeomsorg personlig assistans äldreomsorg och bostäder med särskild service enligt LSS Lagen om stöd och service för vissa funktionshindrade. Vi har 22 000 engagerade medarbetare i Sverige Norge och Finla ... View more
