Become a part of our caring community and help us put health first
 The Supervisor, Indiana Pathways Medicaid Contact Center Team, will be responsible for supervising a contact center onsite team of up to 24 associates and 1 Team Lead supporting the Indiana Pathways Medicaid plan. The Supervisor will coordinate communication between Humana and our members to provide excellent service.

The Supervisor, Indiana Pathways Medicaid Contact Center Team 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 accordingly. Escalates unresolved and pending customer grievances. Decisions are typically 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.

Oversees and successfully manages the daily operations of inbound call center teams, with occasional outbound call responsibilityAssists with recruitment, development, training, evaluation, and coaching of qualified Medicaid call center staffManages inbound contact representativesEnsures sufficient staffing to guarantee prompt resolution of inquiriesMonitors call center performance and metric reports / real time dashboards to ensure compliance with both Humana and the Indiana Pathways Medicaid performance standardsOversees quality assurance program, including audit and analyses of processes and/or systems, to coordinate effective communication between Humana associates and enrollees/enrollee representativesUtilizes process improvement methodology to identify, design and execute initiatives to improve call center performance and enrollee satisfactionLeads operational forums and participate in the market governance structure in reviewing pertinent data, enrollee feedback and identifying process improvement opportunities
Use your skills to make an impact
 

Required Qualifications

The individual selected for this role will work on-site at our offices located at 201 N. Illinois Street, Suite 1200, Indianapolis, IN 46204-1904.  Core business hours are 8:00 AM to 5:00 PM, Eastern time, Monday – Friday; hours may vary, depending on business needs.Minimum of 4 years of leadership experience3+ years in a leadership role directly supporting Indiana Pathways Medicaid plans or related experience.Proficiency in Microsoft Office applications Outlook, Word, Excel, PowerPoint, and Teams.Prior experience directly and indirectly coaching, mentoring, and developing associates for continued success and goals achievement.2+ years of experience within a Contact Center handling day-to-day operations / requirements, metrics and goals.Excellent interpersonal skills, ability to develop effective relationships with a broad array of people within the market and externallyDemonstrated ability to monitor and recommend process and policy improvements to increase team productivity.Previous experience with coordinating and leading team and global projects and tasks.

Preferred Qualifications

Bachelor's DegreeExperience in healthcare, preferably managed care MedicaidPrior work experience in an operational setting

Interview Process

**PLEASE BE SURE TO ATTACH YOUR RESUME**

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Text Prescreen: Shortly after submitting your application, you may receive both a text message and email requesting you to complete 10 to 15 prescreen questions with either yes or no answers. The text message may arrive prior to the email. If you prefer to answer via computer or tablet, wait for the email.Video Prescreen: If you are successful with the text prescreen, you will receive another communication to record a Video Prescreen. This is an online video activity using your phone, tablet, or computer; however, most candidates prefer using a computer or tablet. Interviews: Some candidates will be invited to interview. If so, the recruiter will reach out to schedule.Offers: Finalists from the interview will be contacted by a recruiter to discuss an offer for the job

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$59,300 - $80,900 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us
 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.