Call Center Operations Manager - Medicaid Clinical Intake - Louisville KY

DescriptionThe 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.ResponsibilitiesThe Manager, 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 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.Required QualificationsBachelor's Degree6 years of progressive operational experience in a call center2 years leadership experience over a large metric-intensive operational unit with a span of control between 25-200 associatesKnowledge of WorkForce Management systems and processes and developing/coordinating needs related to schedule adherence.Prior demonstrated experience with project management, process improvement or process designComprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and VisioDemonstrated capability with coaching and developing associates formally and informallyAbility to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as neededAbility to manage multiple tasks and deadlines with attention to detailEffective communication skills; ability to speak with line associates and deliver presentations to senior leaders of HumanaDemonstrated problem solving skills; ability to give direction and make sound business decisionsExperience with Department Budget oversightTrack record of driving operational improvements that support business strategyStrong ability to work in ambiguous situationsMust be available to travel to the local Louisville, KY office at least once a week.Work-At-Home RequirementsMust 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 informationPreferred QualificationsMasters Degree in Business or Public AdministrationPrior Experience in healthcare or insurance settingStrong understanding of Human Resource principlesSix Sigma or Lean experienceAdditional InformationInterview FormatAs 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 an email correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. (please be sure to check your spam or junk folders often to ensure communication isn't missed) 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 Hours40Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.