Call Center Operations Supervisor - YHA

Profile

Description

Your Home Advantage (YHA) is a Humana-owned Healthcare Management Company dedicated to improving clinical and quality outcomes by bridging the gap between the physician's office and the member's home. YHA provides prospective home visits conducted by licensed and trained clinical practitioners who perform In-Home Wellness Assessments (IHWA). The IHWA was established to identify and assess Humana Medicare Advantage members who are at risk of excessive utilization of future health related services and to supplement Humana's Health Assessment Program.

The call center is responsible for scheduling IHWAs with qualifying Humana members.

The Call Center Supervisor is responsible for the daily activities across multiple call center function areas. The Supervisor applies and integrates advanced and predictive analysis, key performance metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, training, diversity and human resource compliance). The Outbound Contacts Supervisor 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.

Responsibilities

The Supervisor follows established procedures and guidelines to provide timely and effective support to their agents, department, or other organizational groups to ensure adherence of quality goals, day/monthly/quarterly metrics of Key Performance Metrics (KPI's).

Provide support and identify training needs and development opportunities, through weekly/bi-weekly/monthly coaching sessions with direct reports. Performs escalated or more complex work of a similar nature, supervise team of associates; coordinates and provides day-to-day oversight to associates on strategy and daily plans to achieve production goals. Ensures consistency in execution across team. Holds team members accountable for following established policies. Engages with peers and own team to promote high levels of employee support and morale. Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale. Ensures responses to member and/or staffing counterpart inquiries are completed on a timely basis to achieve service and quality standards. Perform other duties as assigned by leadership.

This position will manage a team of 20-30 call center agents, outbound calls to Humana members, with occasional inbound calls.

The hours for this position will be M-F from 9:00AM to 5:30PM with occasional overtime and Saturdays required.

Required Qualifications


Previous call center leadership experience
Demonstrated capability with coaching and developing associates formally and informally
Ability to work a team member, as well as independently
Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
Must be able to work Monday-Friday, 9:00AM-5:30PM with occasional overtime and weekends


Preferred Qualifications


Associates or Bachelor's degree
Experience in Healthcare
Prior work experience in an operational setting
Experience with Five 9
Experience with Verint - Workforce Management


Additional Information

Must reside within a commutable distance to Deerfield Beach or St. Petersburg, FL

Scheduled Weekly Hours

40

Company info

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