Senior Consumer Experience Professional

Become a part of our caring community and help us put health firstHumana Medicaid is seeking exceptional candidates to join our Medicaid Product Strategy Organization to support our Markets with delivery of benefits to Member's. This is a unique opportunity for a motivated individual with a track record of achieving results to lead an accomplished team and serve our Market clients.We are a diverse set of highly skilled individuals with deep Medicaid subject matter expertise working in an agile, collaborative environment. To achieve our goals, we empower associates to pioneer simplicity, rethink routine and seek talent with the following attributes.

Team Player: Thrives while working in a collaborative environment.

Communicator: Proactively conveys information in a concise and clear

manner.

Organizer: Ability to keep track of projects and stay on task.

Goal setting: Establishes clear goals for the team and known to carryout

objectives.The Senior Consumer Experience Professional ensures optimized benefit performance. The Senior Consumer Experience Professional ensures our members can utilize their benefits in a timely manner and back-office processes are executed efficiently. This role will be tasked with creating solutions to moderately complex opportunities, communicating directly with customers and stakeholders, analyzing benefit performance, and has the opportunity to influence product design.The Senior Consumer Experience Professional plays a critical role in ensuring that Humana's benefits are utilized and appropriately executed in a timely manner while solving customer pain points and improving member experience.Responsibilities

Responsible for overseeing a team and ensuring that day to day projects and tasks are completed in a proficient manner.

Process payments in a timely manner.

Document and track benefit utilization.

Call listening to review performance and assist in supporting the Markets through timely and compliant benefit delivery.

Make decisions on moderately complex to complex issues regarding technical approach for project components.

Review and report on production and performance.

Assess customer pain points and lead process improvement efforts.

Support Markets by providing training and education on backend processes and how to best assist members in benefit delivery.

Provide written and verbal communication to Director and stakeholders. Clearly deliver pertinent data that facilitates effective decision making.

Serve as a mentor and leader to junior level positions on the team and work collaboratively to ensure Humana Medicaid product is operating as intended.

Exercise considerable latitude in determining objectives and approaches to assignments.

Use your skills to make an impactRequired Qualifications

Bachelor's degree.

2+ years of consumer operations experience or related field that consist of process knowledge, research, evaluation, identifying gaps and areas of improvements to recommend solutions.

Team lead, quality coaching and/or project leadership experience.

Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access.

Excellent written and verbal communication skills.

Ability to interpret assignments and understand department strategy.

Excellent time management skills.

Experience making decisions and working independently with little supervision.

Experience using a wide variety of tools and methods to effectively facilitate to a wide audience in a variety of settings (virtual, in-person, etc.).

Preferred Qualifications

Process Improvement & Project Management experience

Knowledge of benefits and interpretation, benefits administration

Experience with QuickBase, CRM, and CGX

Experience with efficient data management

Supervisory experience including hiring, training, coaching and up to termination

Medicaid or health plan insurance experience

Additional InformationWorkstyle: Remote Work at HomeMust reside in one of the following locations: U.S.Work Schedule: Monday - Friday 8:00 AM to 5:00 PM Eastern Time​ Travel: 5-10% annually to market locations​Work at Home Guidance To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

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

Satellite, cellular and microwave connection can be used only if approved by leadership

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.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Interview Format 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's secure website.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-both today and in the future, including:

Health benefits effective day 1

Paid time off, holidays, volunteer time and jury duty pay

Recognition pay

401(k) retirement savings plan with employer match

Tuition assistance

Scholarships for eligible dependents

Parental and caregiver leave

Employee charity matching program

Network Resource Groups (NRGs)

Career development opportunities

Scheduled Weekly Hours40Pay RangeThe 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.$69,800 - $96,200 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, 'Humana') 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.About usHumana Inc. (NYSE: HUM) is committed to putting health first - 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 - 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 EmployerIt 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 veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=HumanaWebsite.