Live chat
Humana Inc.

Bilingual Service Operations Manager

Humana Inc. - Miramar, FL

Bilingual Service Operations Manager','183420','US-FL-Miramar','','Office','Office','Full-time','Yes, 10 % of the Time','!*!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 (please see additional information section)

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

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

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.

 ','Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.','Bilingual Service Operations Manager

8 days 16 hours ago

Humana Inc.


Bilingual Service Operations Manager Humana Inc. - Miramar, FL, United States


Location: Miramar, FL

Company Profile:
Humana's diverse lines of business work to serve all types of consumers. From families to seniors to military members to self-employed individuals, there is a plan to meet many unique needs. Find out how Humana's associates and corporate leaders are committed to customer service. Our team uses innovation to deliver results to our consumers.