UM Administration Supervisor

Profile

Description

The Supervisor, Inbound Contacts represents the company by addressing incoming telephone, digital, or written inquiries. The Supervisor, Inbound Contacts 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 for Inbound Contacts addresses customer needs, which may include resolving issues related to Utilization Management and educating members/providers related to such information. The Supervisor for Inbound Contacts provides support for and supervises a group of Inbound Contact Coordinator associates. You will coordinate and provide day-to-day oversight to associates while ensuring consistency in execution across team. You will hold team members accountable for following established policies. The Supervisor leads a team of 15-20 associates. Decisions are typically related to schedule, plans and daily operations. You may also record details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Also escalates unresolved and pending customer grievances.

Responsibilities include but are not limited to the following:


Performs escalated or more complex work of a similar nature, and supervises others.
Coordinates and provides day-to-day oversight to associates.
Ensures consistency in execution across team.
Holds team members accountable for following established policies.
Communicates regularly and effectively with associates, and works to remove obstacles for staff.
Leads and empowers direct reports in a way that supports the growth and development of both competencies and contributions.
Utilizes knowledge and experience to provide on-going training and support to team members.
Helps team achieve goals and has responsibility for personnel issues, including required discipline.
Identify projects and process improvements to drive business forward.
Role is work at home however this may change in the future to in office
Hours for this role are: 8:30-5 p.m. CST with rotational weekend and holiday hours


Required Qualifications


Associate's Degree or equivalent work experience
3 years or more experience in a team leadership or supervisory position
Proficiency in Microsoft Office Word, Excel and PowerPoint
Previous experience analyzing reports
Previous call center experience
Ability to exercise sound judgement and engage in ethical behavior
Exceptional verbal and written communication skills
Strong attention to detail


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

Humana is an organization with careers that change lives - including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you're ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.

Interview Format

As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called Modern Hire. Modern Hire Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.

If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. 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.

Scheduled Weekly Hours

40

Company info

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