Supervisor Inbound Contacts – Conviva Remote

Become a part of our caring community and help us put health first

The Contact Center Supervisor is responsible for coaching/mentoring associates, performance management, quality/auditing processes, managing time and attendance, working across the organization to advance inter-departmental relationships, and handle client escalations...

Job Functions
• Supervise a team of 15-18 Customer Care Specialists
• Work closely with Medical Centers/Markets assigned to you as liaisons, conduct huddles with the centers, participate in the market’s Center administrator meetings, upkeep of Center Profiles in OneNote, and review of eCW resource schedules.
• Manage and resolve escalations from patients and Medical Centers via phone, IM and email.
• Maintain knowledge in and provide “on the floor” leadership support to Customer Care Specialists to ensure full compliance with standards, policies, and procedures and handle call escalations and solve complex patient requests/scenarios or unresolved issues. Provide training where necessary
• Monitors all intake channels and real-time call volume to ensure adequate phone support and help to facilitate shift and schedule modifications based on business needs and ensure the department meets/exceeds all service level targets
• Screen, interview, hire, and train Contact Center staff
• Manage time and attendance for direct reports
• Conducts developmental quality monitoring sessions, provides feedback, creates development plans and documents all progress and interactions and provide guidance on various performance areas
• Conducts monthly one-to-one meetings, monthly team meetings, and performance review sessions with direct reports, documenting discussions, and disciplinary actions when necessary
• Identifies methodologies and barriers, makes process improvement recommendations, provides feedback/communicates, and monitors trends to provide feedback and make recommendations for improvement process and policies to Customer Care Specialists and Contact Center leadership
• Completes special projects as assigned and in a timely manner
• Participate in call calibrations and call quality assessments/initiatives to provide insight and recommendations that help drive consistent improved performance and service
• Ensure accurate and timely processing of all requests by taking appropriate action, such as scheduling appointments, creating Telephonic Encounters, and transferring calls to medical center when appropriate
• Interpersonal skills and social intelligence which allows them to interact with agents who have various personality types and educational backgrounds, as well as customers from varying levels of society in a constructive manner
• Problem-solving skills which enables the candidate to resolve patient complaints and complex issues for team members
• Computer systems proficiency and ability to independently and effectively use and teach the use of multiple computer screens and various software including EMR and supporting systems
• Troubleshooting and assisting team members with minor technical issues related to their phone system or computer, but may refer/escalate more complex issues to the IT help desk

Required Qualifications
• Customer service focused with strong attention to detail and possesses problem solving skills and the desire and ability to help in coaching and leading others. Possesses social intelligence and interpersonal skills which allows them to interact in a calm and helpful manner with agents who have various and patients in a constructive manner
• Strong organizational, written and verbal communication skills
• Foster teamwork and partnerships with cross-functional departments to resolve issues and improve patient experience
• Able to use Microsoft Excel at or above intermediate level
• Ability to handle multiple tasks and prioritize effectively, and resolve patient complaints and complex issues for team members
• Computer systems proficiency and ability to independently and effectively use and teach the use of multiple computer screens and various software including EMR and supporting systems
• Troubleshooting and assisting team members with minor technical issues related to their phone system or computer, but may refer/escalate more complex issues to the IT help desk
• Associate’s degree in Business/Management, or two years medical office or medical call center leadership experience, demonstrating proficiency with managing, coaching and mentoring a team of direct reports

Preferred Qualifications
• Experience in eClinicalWorks or other electronic medical records system such as Epic, Nextgen, Athena Health, NextGen.
• Experience with Genesys, Five9, 8X8, Cisco, Avaya or comparable VOIP telephony platform desired
• Knowledge of and strict adherence to HIPAA
• Bilingual, English and Spanish – fluent in both languages, written and spoken and must be able to speak, read and write in both languages without limitations or assistance.

Use your skills to make an impact

Alert

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana’s secure website.

Interview Format – HireVue

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.

Work-At-Home Requirements

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. ?

Benefits

Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security—both today and in the future, including:
• Health benefits effective day 1
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Employee charity matching program
• Network Resource Groups (NRGs)
• Career development opportunities

#LI-MM1

#LI-Remote

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.

$57,700 - $79,500 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

About Conviva: Conviva Care Centers provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of Humana’s Primary Care Organization, which includes CenterWell Senior Primary Care, Conviva’s innovative, value-based approach means each patient gets the best care, when needed most, and for the lowest cost. We go beyond physical health – addressing the social, emotional, behavioral and financial needs that can impact our patients' well-being.

About Humana: Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers, and our company. Through our Humana insurance services, and our 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 because he or she is a protected veteran. 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

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