Supervisor Consumer Service Operations- Pharmacy

Profile

Description

The Supervisor, Consumer Service Operations is responsible for the daily activities of approximately 17-20 Inbound Contacts Representatives who serve as advocates for our Pharmacy members. The team helps to resolve complex questions and pending issues to ensure a perfect member experience. The team also supports outbound contacts or other functions as needed by the business.

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.

Responsibilities

The Supervisor, 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 are related to schedule, plans and daily operations. Performs escalated or more complex work of a similar nature, and supervises a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates. Ensures consistency in execution across team. Holds team members accountable for following established policies.

Required Qualifications

2 years of leadership, escalated calls experience, or team lead experience

Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel

Demonstrated capability with coaching and developing associates formally or 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

Understands upstream and downstream impacts

Preferred Qualifications

Bachelor's Degree

Experience working in a call center or production environment

Prior work in a Healthcare operational setting

Proficiency in Microsoft Access

Experience driving performance results in a remote environm

Additional Information

Location: work from home KY, IN, CO, FL, OH, TX, AZ, TN, VA or OK

Business Hours: Monday-Friday 8am-11pm EST, Saturday 8am-6:30pm EST

Schedule: 40 hours per week with availability during posted hours, occasional Saturdays

Scheduled Weekly Hours

40

Company info

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