Associate Director, Consumer Service Operations- WI Market

Humana • Stevens Point, WI

2d • Remote

About The Position

Become a part of our caring community Join Humana as a Associate Director of Consumer Operations where you will be responsible for ensuring the day to day operation metrics are being met for the WI Medicaid Market. Reporting to the Director of Consumer Service Operations, you will lead customer service, enrollment, and vendor operations that support members, providers, insurance partners. You will oversee call center operations, enrollment and work closely with operational teams that support claims inquiry resolution, configuration activities, provider and member service teams. You will drive operational performance, cost efficiency, process improvement, and implementation of new programs and contribute to overall strategy.

Requirements

• Bachelor's Degree
• 3 or more years of progressive operational or service experience
• 2 or more years of formal leadership/people management experience
• Reside within the State of WI
• 2 or more years of experience with project management, process improvement or process design
• Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, PowerPoint and Visio

Nice To Haves

• Prior Experience in healthcare or insurance setting
• Experience with Human Resource principles
• Six Sigma or Lean experience

Responsibilities

• Perform and ensure installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations.
• Investigate and settle claims and customer service issues.
• Decision-making related to resolving complex technical and operational problems within department(s) leading multiple managers or specialized professional associates.
• Drive continuous improvement of operational processes to support achievement of daily performance metrics and evolving goals.
• Support coordination with enterprise and market business areas to align priorities, strengthen communication, and ensure collective progress toward shared goals.
• Ensure the team is positioned for success by providing clear direction, appropriate support, and the resources needed.
• Model leadership through accountability, partnership, and a commitment to the Humana Way Principles
• Monitor and recommend improvements to increase operational productivity by providing advice and assistance to other team members.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager