Consumer Experience Lead - Remote

Profile

Description

Responsibilities

This is a unique opportunity to help lead and transform the care and experience that we provide for members, providers and caregivers - working to meet their financial, social, emotional and medical needs - and help shape the necessary tech-enabled services to deliver on that experience. As a key member of the Author Operations team, you will have the chance to bring your bright ideas and energy to work every day to improve the lives and health of the members we serve. We are looking for a person who is willing to jump in and help build this business from the ground up, contributing wherever assistance is needed.

The Consumer Experience Lead may leverage voice of the customer, , root cause, telling the story, call listening, consumer experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.


Working with Author leadership, develop new, or change existing program deliveries to support trend opportunities or business needs. Includes design to delivery, with consumer experience in mind; documenting and delivering all details of staffing needs, process flow, system needs, data needs, etc. Will necessitate understanding of all Author Operational systems.
Develop new processes where the team currently lacks expertise, example: work with vendors and other technology leaders to develop effective use of operational systems, standardize processes and working with other operational leaders to develop KPIs and monitoring capabilities.
Assist in evaluating and implementing new technologies
Lead business system support team that works inquiries and escalations from operational teams
Identify new concepts for accurate billing/payment
Research industry Clinical/Coding updates/guidelines/policies
Assist with Provider and Escalated Inquiries


Required Qualifications


5 or more years of consumer operations experience
Proven healthcare and/or health insurance industry experience
Deep understanding of developing functional strategies
Experience in identifying optimization and automation solutions to develop and launch company initiatives
Experience with analytics, including program evaluation and optimization
Strategic thinking and planning capabilities; organized and detail-oriented
Must be passionate about contributing to an organization focused on continuously improving consumer experiences


Preferred Qualifications


Bachelor's degree preferred
History of Clinical Program Valuation preferred
Clinical or Coding Certification
Working and/or certification in medical terminology, CPT-4, ICD-10, HCPCS, etc.
Knowledge of Humana's internal policies, procedures and systems


Additional Information

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Montage SMS Text/Voice Messaging to enhance our hiring and decision-making ability. Montage SMS Text/Voice Messaging 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. This process may also require audio and/or video capabilities at various times throughout the interview and selection process.

Important Information Regarding COVID-19

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period.

Necessary equipment and devices are provided however, associates must have a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation and will adjust service levels as the coronavirus situation evolves. The changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.

Scheduled Weekly Hours

40

Company info

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