CarePlus Member Services Director

Profile

Description

The Director, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Director, Consumer Service Operations requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Responsibilities

The Director, Consumer Service Operations (or CarePlus Member Services Director) may perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Required Qualifications

Typically requires Master's Degree or 8 or more years of technical progressive operational experience in a call center or operational environment

5 or more years of management experience over a large metric-intensive operational unit with a span of control between of at least 200-300 associates or contractors

Demonstrated strong leadership capability through developing talent, prioritizing employee engagement, leading a diverse team, and fostering a diverse, inclusive and equitable workplace for associates

Strong relationship building and collaboration skills

Able to lead remotely

Demonstrated strategic planning skills and change management success

Effective communication skills; ability to speak with line associates and deliver presentations to senior leaders of Humana

Demonstrated problem solving skills; ability to give direction and make sound business decisions

Experience with department budget oversight

Track record of driving operational improvements that support business strategy

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Prior demonstrated experience with project management, process improvement or process design

Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio

Preferred Qualifications

Prior Experience in healthcare or insurance setting

WFM/Resource Optimization experience a plus

OMNI, digital, Social channel experience a plus

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com