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 responsibility
• Assists with recruitment, development, training, evaluation, and coaching of qualified Medicaid call center staff
• Manages inbound contact representatives
• Ensures sufficient staffing to guarantee prompt resolution of inquiries
• Monitors call center performance and metric reports / real time dashboards to ensure compliance with both Humana and the Indiana Pathways Medicaid performance standards
• Oversees quality assurance program, including audit and analyses of processes and/or systems, to coordinate effective communication between Humana associates and enrollees/enrollee representatives
• Utilizes process improvement methodology to identify, design and execute initiatives to improve call center performance and enrollee satisfaction
• Leads 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 experience
• 3+ 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 externally
• Demonstrated 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 Degree
• Experience in healthcare, preferably managed care Medicaid
• Prior 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 rea