Consumer Experience Professional

Become a part of our caring community and help us put health first
 

The Consumer Experience Professional 2 ensures optimized interaction between a company and members. The Consumer Experience Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

The Consumer Experience Professional 2 provides support to Kentucky Medicaid product implementation, operations, contract compliance, and state contract application submissions. The Consumer Experience Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

This position will be hybrid, with opportunity to work remotely as well as in our Humana office in Louisville, Ky.

Responsibilities

•Understands the competitive landscape along with understanding both provider and consumer needs.

•Oversee both provider and member call listening campaigns, including facilitating sessions. Responsible for follow up and subsequent actions from insights gathered

•Expert in reviewing and understanding member and provider materials

•Responsible to oversee Member/Provider material process to include development of new materials, completion of timely annual reviews, as well as adhoc updates. Collaborating with business areas for the timely and thorough completion.

•Lead and oversee both provider and member webpage reviews – will allow for easy navigation of webpages, improving both provider and member experience ratings

•Perform market research to understand competitive position

•Collaborates with Kentucky Medicaid business areas to analyze provider and member feedback to initiate implementation as appropriate

•Assist with creation of action plans for both provider and member satisfaction surveys

Use your skills to make an impact
 

Required Qualifications

• Bachelors Degree
• 3+ years of prior experience in a fast paced insurance or health care setting
• Process-focused, with ability to leverage and enhance existing processes
• Experience implementing and measuring success on complex health-related initiatives and pilots
• Excellent communication skills, both oral and written
• Strategic thinker with ability to work independently
• Strong relationship building skills
• Strong analytical skills

Preferred Qualifications

• Knowledge of Humana's internal policies, procedures and systems
• Master's Degree in Business, Public Health or related field

Additional Information

Work-At-Home Internet Statement

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

HireVue Statement

As 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.

Scheduled Weekly Hours

40

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.

 

$57,700 - $79,500 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, 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 Us
 

Humana 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 Employer

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 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.