The Associate Director, Customer Service & Retention, reports directly into IFG’s Head of Sales and oversees member retention through active engagement with high-risk members. This individual will be responsible for building an end-to-end customer service and retention model that is designed to manage IFG’s portfolio of customers from the point-of-sale (Post Enrollment) throughout the member journey. This individual will build a team that handles escalated member concerns leading to discussions of plan options and election periods. This is a leadership role and the individual for this role will need experience working closely with the IFG executive team to build the strategy and work to execute that strategy with the respective team. Decisions are typically related to resources, approach, and tactical operations for projects and initiatives involving own departmental area. Requires cross departmental collaboration and conducts briefings and area meetings; maintains frequent contact with other leaders across the organization.
5+ Years of customer service & retention management experience in the Medicare Advantage space
1+ years Leadership/Management experience
Proven ability to mentor/coach and develop others
Track record of building high-performing teams and achieving goals and success for a high-volume call center unit
Prior experience coordinating operations and activities with partners/vendors, including systems migrations
Demonstrated ability to partner across functions to create win/win strategies is required
Prior experience leading large teams in a values-based culture is desired
Open leadership style; actively seeks out and supports collaborative thinking and problem solving
Skill in driving results, thinking strategically, while passionately leading operations
Extremely organized, disciplined, hands-on leader who is not afraid of digging into details when necessary
Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market
Must be passionate about contributing to an organization focused on continuously improving consumer experience
Humana Perks:
Medical, Dental, Vision and a variety of other supplemental insurances
Tuition reimbursement and/or scholarships for qualifying dependent children
Alert: Humana values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website.
As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a HireVue interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.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.$115,200 - $158,400 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.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.
Originally posted on Himalayas
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