Bilingual Service Operations Manager
Role: Service Operations Manager
Assignment: PrescribeIT Rx Pharmacy
Location: Miramar, FL
We re looking for associates who are dedicated to service and believe in following the Golden Rule of treating others the way you want to be treated. Humana was founded on this premise, and this value is reflected in our expectations for providing perfect service to our consumers, providers, employers, agents and others we work with.
At Humana, Perfect Service means getting the basics done right, delivering value and quality, and providing everyone with personalized attention and guidance. We want to engage with our members through every step of their journey to lifelong well-being. This includes meaningful direct consumer interaction and developing positive relationships with healthcare providers. Humana associates provide Perfect Service every day to our members, employers, providers, and colleagues. We re looking for people who improve their own well-being by looking out for the best interests of others.
Assignment Capsule
Utilize your analytical thinking skills, leadership ability and business knowledge to help coordinate and lead a department of associates.
Humana is seeking a Service Operations Process Manager who will analyze, create, improve and implement new processes and practices across various functional areas of Humana, evaluating the effects of your process changes by quantitatively and qualitatively measuring them against internal and external benchmarks.
Provide guidance to a team of 2-5 frontline supervisors who manage day to day operational activities for their teams of approximately 50 front line associates
Act as a liaison between call center operations and other functional areas
Represents team and department on cross functional projects
Identify issues and work with partners to identify / implement resolutions
Review member escalations and determine if process change is required to prevent future errors of similar type
Identify and address barriers cross-functionally that inhibit Humana Pharmacy from providing exceptional customer service
Provide ongoing coaching and feedback that enhances the contribution and performance of front line associates and leaders
Implementation of projects and processes that help solve complex organizational problems
Select competent and diverse talent to ensure best possible outcomes for customer service to members Role Essentials
Bachelor s degree in Business, Finance, Operations or other related fields / or 5 years Customer Service Management experience
Operational experience in leadership role
Leadership experience over a large metric-intensive operational unit with a span of control between 25-100 associates
Prior demonstrated experience with process improvement or process design and implementation roles
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
Bilingual - English/Spanish
Candidates for this position must have the following competencies :
Building Humana Capital
Outstanding Communication
Implementation and Execution
Problem Solving
Service Operations
Metrics based Performance Management
Strong Analytical Skills
Role Desirables
Certification in Six Sigma or Project Management
Prior Experience in healthcare or insurance setting
Reporting Relationships
You will have 2-5 direct reports, and you will report to the Market Director. This area is under the leadership of the Director, Retail and PrescribeITRx Operations.
Additional Information
Schedule: Monday- Friday 8am-5pm, Saturdays and Holidays as needed. Hours subject to change based on business needs.
At Humana, we know your well-being is important to you, and it s important to us too. That s why we re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
Assignment: PrescribeIT Rx Pharmacy
Location: Miramar, FL
We re looking for associates who are dedicated to service and believe in following the Golden Rule of treating others the way you want to be treated. Humana was founded on this premise, and this value is reflected in our expectations for providing perfect service to our consumers, providers, employers, agents and others we work with.
At Humana, Perfect Service means getting the basics done right, delivering value and quality, and providing everyone with personalized attention and guidance. We want to engage with our members through every step of their journey to lifelong well-being. This includes meaningful direct consumer interaction and developing positive relationships with healthcare providers. Humana associates provide Perfect Service every day to our members, employers, providers, and colleagues. We re looking for people who improve their own well-being by looking out for the best interests of others.
Assignment Capsule
Utilize your analytical thinking skills, leadership ability and business knowledge to help coordinate and lead a department of associates.
Humana is seeking a Service Operations Process Manager who will analyze, create, improve and implement new processes and practices across various functional areas of Humana, evaluating the effects of your process changes by quantitatively and qualitatively measuring them against internal and external benchmarks.
Provide guidance to a team of 2-5 frontline supervisors who manage day to day operational activities for their teams of approximately 50 front line associates
Act as a liaison between call center operations and other functional areas
Represents team and department on cross functional projects
Identify issues and work with partners to identify / implement resolutions
Review member escalations and determine if process change is required to prevent future errors of similar type
Identify and address barriers cross-functionally that inhibit Humana Pharmacy from providing exceptional customer service
Provide ongoing coaching and feedback that enhances the contribution and performance of front line associates and leaders
Implementation of projects and processes that help solve complex organizational problems
Select competent and diverse talent to ensure best possible outcomes for customer service to members Role Essentials
Bachelor s degree in Business, Finance, Operations or other related fields / or 5 years Customer Service Management experience
Operational experience in leadership role
Leadership experience over a large metric-intensive operational unit with a span of control between 25-100 associates
Prior demonstrated experience with process improvement or process design and implementation roles
Comprehensive knowledge of all Microsoft Office applications, including Word, Excel, Project and Visio
Bilingual - English/Spanish
Candidates for this position must have the following competencies :
Building Humana Capital
Outstanding Communication
Implementation and Execution
Problem Solving
Service Operations
Metrics based Performance Management
Strong Analytical Skills
Role Desirables
Certification in Six Sigma or Project Management
Prior Experience in healthcare or insurance setting
Reporting Relationships
You will have 2-5 direct reports, and you will report to the Market Director. This area is under the leadership of the Director, Retail and PrescribeITRx Operations.
Additional Information
Schedule: Monday- Friday 8am-5pm, Saturdays and Holidays as needed. Hours subject to change based on business needs.
At Humana, we know your well-being is important to you, and it s important to us too. That s why we re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. If you share our passion for helping people, we likely have the right place for you at Humana.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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