Role:Production Lead Assignment:Service Operations Location:Tampa, FL
We’re looking for associates who are dedicated to service and believe in following the Golden Rule of treating others the way you want to be treated. Humana was founded on this premise, and this value is reflected in our expectations for providing perfect service to our consumers, providers, employers, agents and others we work with. At Humana, Perfect Service® means getting the basics done right, delivering value and quality, and providing everyone with personalized attention and guidance. We want to engage with our members through every step of their journey to lifelong well-being. This includes meaningful direct consumer interaction and developing positive relationships with healthcare providers. Humana associates provide Perfect Service every day to our members, employers, providers, and colleagues. We’re looking for people who improve their own well-being by looking out for the best interests of others.
Assignment Capsule Be a part of Service Operations – provide perfect service and guidance to members.
Humana is seeking a Service Operations Production Lead to assist the Frontline Supervisor with assigning tasks within a work group and help shape a work environment which inspires associates to perform at their highest level. You will be called upon to provide coaching and guidance to other associates in an effort to increase their overall work productivity. * Working well in a call center environment as part of a team * Apply technical expertise in solving complex problems relating to the customer setup * Provide research as requested by team members * Monitor calls and provide real time recommendations to increase team productivity by providing expert advice and assistance to other associates, as needed * Monitor and update associate and productivity metrics information for leadership * Monitor and recommend improvements * Act as representative during conference meetings with other departments and markets * Identify training needs for team members * Work escalated inquiries related to claims and benefits issues
Role Essentials * High School Diploma or equivalent * Bilingual English/Spanish - must be able to speak, read and write in both languages without limitations or assistance * Must be available to work flexible hours depending on business needs and be able to work an 11am to 8pm shift if required * Ability to travel as needed up to 25% to Orlando office and at times to Doral * Demonstrated capability with coaching and developing associates formally and informally * Intermediate in Microsoft Office Word, PowerPoint, Excel * Previous experience with coordinating and leading projects and tasks * Prior call center and high production volume experience Role Desirables * Associate’s or Bachelor’s Degree * Previous experience working in a healthcare environment Reporting Relationships * You will report to a Front Line Leader. This area is under the leadership of the SVP & Chief Service and Information Officer. Additional Information
At Humana, we know your well-being is important to you, and it’s important to us too. That’s why we’re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana.
/Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government./ / / Interview Format As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage Voice to enhance our hiring and decision-making ability. Montage Voice 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.
If you are selected for a first round interview, you will receive an email correspondence(please be sure to check your spam or junk folders often to ensure communication isn’t missed)inviting you to participate in a Montage Voice interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Please be advised, the role opportunity displayed here is for CarePlus - a wholly owned subsidiary of Humana Inc.
Title: Production Lead - Tampa
Requisition ID: 175428