Supervisor - Pharmacy Call Center

Profile

Description

The Supervisor, Consumer Service Operations is responsible for the daily activities across multiple service functions. The Supervisor, Consumer Service Operations is typically located in our call center, but due to current distancing requirements, this leader will manage associates remotely.

Responsibilities

The Supervisor, Consumer Service Operations responsibilities include the following:

Supervises a group of typically support and technical associates, from a remote location (home office) to start

Coordinates and provides day-to-day oversight to associates (virtually to start)

Holds team members accountable for following established policies in a way that encourages personal growth

May perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations.

Performs escalated or more complex work of a similar nature

Investigates and settles claims and customer service issues.

Leads any necessary process improvement initiatives

Guides team members in positively navigating change

Collaborates with other team leaders and cross-functional groups

Decisions are typically related to schedule, plans and daily operations, and ensures consistency in execution across team.

Required Qualifications

Bachelor's Degree or comparable work experience

3 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 and 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

Flexible and adaptable to constant change and shifts in work patterns

Demonstrate professionalism in oral and written communication

Must be passionate about contributing to an organization focused on continuously improving consumer and associate experiences

Preferred Qualifications

Experience working in a call center or production environment

Prior work in a health care or pharmacy operational setting

Scheduled Weekly Hours

40

Company info

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