Associate Director, Consumer Service Operations- WI Market

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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.

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.

• 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.

• 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

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

• Workstyle: remote, work from home
• Typical Workdays/hours:
  Monday – Friday, between 8:00 am – 5:00 pm CST

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 required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

40

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per…