Manager Consumer Service Operations- Dora FL

Profile

Description

The Manager, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Manager, Consumer Service Operations 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.

Responsibilities


The Manager, Consumer Service Operations 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 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.
Monday to Friday from 9 am to 6 pm, Overtime, needed to work some weekends. Accommodate schedule changes during AEP to support extended hours of operation.


Required Qualifications


Bachelor's Degree
3 years of progressive operational experience in a call center, or operational environment
2 or more years leadership experience over an average- size metric-intensive operational unit with a span of control between 10-25 associates
Demonstrated capability with coaching and developing 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
Prior demonstrated experience with project management, process improvement or process design
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project, Visio, including intermediate knowledge of Access.
Ability to manage multiple tasks and deadlines with attention to detail
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
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Experienced and knowledge of CarePlus plan benefits, design and enrollment requirements.
Extensive knowledge about State of Florida Medicaid special election periods and requirements.
Knowledge of State of Florida and Federal assistance program requirements.
Position offers Hybrid WAH, but must be available to travel to Doral office as necessary.


Preferred Qualifications


Prior Experience in healthcare or insurance setting
Strong understanding of Human Resource principles
Six Sigma or Lean experience


Scheduled Weekly Hours

40

Company info

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