Consumer Experience Professional

Humana • Louisiana, MO

1d • $59,300 - $80,900 • Remote

About The Position

The Consumer Experience Professional ensures optimized interaction between Humana and our members. The Consumer Experience Professional work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Consumer Experience Professional may leverage various tools to improve the member experience. These tools include voice of the customer, NPSt, root cause, telling the story, call listening, and member experience design. Additionally, they may eliminate and recognize friction points, identify automation/optimization opportunities, and empower others in the organization to speak up. By doing so, they can voice opportunities to improve the member experience. Understand department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Regarding own work methods, occasionally in, and receives guidance where needed. Follows established guidelines/procedures.

Requirements

• 1 year of consumer operations experience
• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access
• Ability to interpret assignments and understand department strategy
• Excellent time management skills
• Experience making decisions and working independently with little supervision
• Self-provided internet service must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Nice To Haves

• Experience with Medicaid
• Bachelor's degree

Responsibilities

• Ensures optimized interaction between Humana and our members.
• Leverages various tools to improve the member experience, including voice of the customer, NPSt, root cause, telling the story, call listening, and member experience design.
• Eliminates and recognizes friction points.
• Identifies automation/optimization opportunities.
• Empowers others in the organization to speak up.
• Voices opportunities to improve the member experience.
• Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas.
• Follows established guidelines/procedures.

Benefits

• medical
• dental
• vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level