Supervisor, Consumer Service Operations at Humana in Phoenix, Arizona

Posted in Other 6 days ago.

Job Description:


The Supervisor, Consumer Service Operations is responsible for the daily activities across multiple service functions area. The Supervisor, Consumer Service Operations works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management and top professionals/specialists in selection of methods, techniques, and analytical approach.


The Supervisor, Consumer Service Operations may perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Decisions are typically are 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.

Required Qualifications

  • 4+ 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

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

Preferred Qualifications

  • Bachelor's Degree

  • Experience working in a call center or production environment

  • Prior work in a Healthcare operational setting

  • Proficiency in Microsoft Access

Additional Information

Scheduled Weekly Hours

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