Qureos Mentor

Humana

<div><h1 class="jobSectionHeader">Become a part of our caring community and help us put health first 
</h1>
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.<h3 class="jobSectionHeader">
The Supervisor, Consumer Service Operations will work onsite providing support to call center associates who assist members with a variety of services. This role will provide associates with guidance on completing daily goals as well as individual developmental goals.</h3><div> 
Additional responsibilities include: 
<ul><li>
Setting clear expectations and managing performance effectively ensuring advocate contributions are aligned with departmental and organizational goals.</li><li>
Consistently monitor progress against established goals using performance data and key metrics. Conduct regular check-ins, such as weekly or monthly reviews, to assess progress and address challenges promptly.</li><li>
Provide timely, constructive, and actionable feedback to advocates. Encourage advocates seek and offer feedback to foster a culture of continuous improvement and trust. Leverage technology (e.g., Workday, Teams) for real-time feedback.</li><li>
Identify areas for professional growth through ongoing coaching, training, and development opportunities. Collaborate with advocates on Individual Development Plans (IDPs) and encourage participation in both internal and external learning initiatives.</li><li>
Conduct robust, formal performance reviews at least annually, summarizing achievements, areas for recognition, and developmental opportunities. Link individual performance outcomes to departmental and organizational priorities and document progress and feedback in relevant systems.</li><li>
Maintain up-to-date knowledge of all relevant systems, platforms, and documented procedures. This includes understanding process systems, compliance support, and platforms such as DUET, Customer Interface, CRM, as well as staying informed about any changes that may impact operational performance.</li><li>
Communicate operational updates, changes, and expectations in a timely and clear manner. Foster an environment of collaboration and leadership by participating in meetings, sharing ideas for process improvement, and ensuring that all advocates are aligned with organizational objectives.</li><li>
Encourage active participation from advocates in department activities and initiatives. Support team engagement through regular feedback, training, and opportunities for professional growth, thereby strengthening overall team effectiveness.</li><li>
Provide real-time assistance on the floor, engage in team and management chats to resolve issues, and facilitate smooth operations.</li><li>
Assist Production Leads with Helpdesk and administrative tasks as needed to ensure business continuity and workflow efficiency.</li><li>
Communicate promptly with Workforce Management (WFM) regarding exceptions, ensuring accurate reporting and compliance.</li><li>
Oversee attendance line, verify and update headcount, support late-night operations, and ensure compliance when acting as late-night leader on the floor.</li><li>
Participate in all relevant meetings and leadership development courses to stay informed and enhance operational effectiveness.</li></ul>
This department operates from 7:50am - 7:10pm EST. This position will have flexibility as it is a leadership position. Leaders in this position are expected to work one late night per week, which will be Friday for this role.
Location: Waterside Building, Louisville, KY &ndash; in office</div><h1 class="jobSectionHeader"> 
Use your skills to make an impact 

</h1>Required Qualifications<ul><li>
Minimum 3 years' experience as a supervisor with escalated calls experience</li><li>
Ability to coach and develop associates formally and informally</li><li>
Ability to monitor and recommend improvements to increase team productivity by providing expert advice and assistance to other associates, as needed</li><li>
Previous experience with coordinating and leading projects and tasks</li><li>
Experience with Medicare and/or Medicaid compliance regulations and processes</li><li>
Proficiency in all Microsoft Office programs including Word, PowerPoint and Excel, with ability to learn and navigate new applications quickly</li></ul>
Preferred Qualifications<ul><li>
Experience working in a call center or production environment</li><li>
Bilingual (English/Spanish) - if selected, a Language Proficiency Assessment will be performed to test fluency in reading, writing and speaking in both languages.</li></ul>
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. 

$59,300 - $80,900 per year 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, &ldquo;Humana&rdquo;) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.<h1 class="jobSectionHeader"> 
About Us 
</h1>
Humana Inc. (NYSE: HUM) is committed to putting health first &ndash; for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health &ndash; delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. 
 
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.</div>

Supervisor, Consumer Service Operations

<div><h1 class="jobSectionHeader">Become a part of our caring community and help us put health first 
</h1>
The Senior Data and Reporting Professional generates ad hoc reports and regular datasets or report information for end-users using system tools and database or data warehouse queries and scripts. The Senior Data and Reporting Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.
The Senior Data and Reporting Professional integrates data from multiple sources to produce requested or required data elements. Programs and maintains report forms and formats, information dashboards, data generators, canned reports and other end-user information portals or resources. May create specifications for reports based on business requests. Begins to influence department&rsquo;s strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.
Your responsibilities include:<ul><li>
Writes and maintains the team&rsquo;s data and reporting process documentation, including but not limited to process data flows</li><li>
Schedules automated data processing jobs, manages and triage issues as they arise</li><li>
Identifies opportunities to improve current data processes</li><li>
Root cause, document, and work to resolution of data issues</li><li>
Applies extensive in-depth or broad knowledge to perform a variety of difficult assignments</li></ul><h1 class="jobSectionHeader"> 

Use your skills to make an impact 

</h1>Required Qualifications<ul><li>
Bachelor's degree or equivalent experience</li><li>
5 or more years of technical experience in data reporting</li><li>
Advanced experience working with big and complex data sets within large organizations with prior accountability for the analysis of managed care network reporting and healthcare data</li><li>
Advanced proficiency in SQL, SAS and other data systems</li><li>
Advanced Microsoft Excel skills including ability to link pivots to external data sources, creating pivot tables and summarizing data into reports and dashboards</li><li>
Advanced Microsoft PowerBI skills including ability to link to external data sources, pass-through queries, data structure and relationship design.</li><li>
Experience with tools such as Tableau and Qlik for creating data visualizations</li><li>
Experience working with big and complex data sets within large organizations and/or the analysis of healthcare data</li><li>
Proficiency in verbal and written communication to senior and executive leadership</li><li>
Strong organizational skills and ability to manage multiple or competing priorities</li><li>
Strong analytical and problem-solving skills</li></ul>
Preferred Qualifications<ul><li>
Advanced Degree in a quantitative discipline, such as Mathematics, Economics, Finance, Statistics, Computer Science, Engineering or related field</li></ul><ul><li>
Experience in a system analytics and/or data warehousing environment</li><li>
Experience with Microsoft Access</li></ul>
Additional Information
WAH Internet Statement
To ensure Home or Hybrid Home/Office employees&rsquo; ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:<ul><li>
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.</li><li>
Satellite, cellular and microwave connection can be used only if approved by leadership.</li><li>
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.</li><li>
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.</li><li>
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.</li></ul>
Benefits
Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security&mdash;both today and in the future, including:<ul><li>
Health benefits effective day 1</li><li>
Paid time off, holidays, volunteer time and jury duty pay</li><li>
Recognition pay</li><li>
401(k) retirement savings plan with employer match</li><li>
Tuition assistance</li><li>
Scholarships for eligible dependents</li><li>
Parental and caregiver leave</li><li>
Employee charity matching program</li><li>
Network Resource Groups (NRGs)</li><li>
Career development opportunities</li></ul>
HireVue
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
SSN Alert
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana&rsquo;s secure website.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. 

$73,400 - $100,100 per year 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, &ldquo;Humana&rdquo;) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.<h1 class="jobSectionHeader"> 
About us 
</h1>
Humana Inc. (NYSE: HUM) is committed to putting health first &ndash; for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health &ndash; delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. 
 
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.</div>

Senior Data and Reporting Professional - Network Optimization - IL Medicaid

Join Humana and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Humana

ABOUT_COMPANY

Supervisor, Consumer Service Operations

Senior Data and Reporting Professional - Network Optimization - IL Medicaid