Senior Consumer Experience Professional

Humana • South Bend, IN

11h • Remote

About The Position

Become a part of our caring community and help us put health first Humana’s Highly Integrated Dual Eligibility Special Needs Plan (HIDE SNP) in Michigan is seeking a Senior Consumer Experience Professional who will ensure optimized interaction between Humana and our members. The Senior Consumer Experience Professional will work assignments that are varied and frequently require interpretation and independent determination of the appropriate courses of action. Partner across consumer services areas to ensure excellence with functions such as market Care Management teams, member services, enrollment and eligibility, the State Agency (MDHHS), Adult Protection Services, and call center operations. Leverages the voice of the customer, NPSt, Care and/or Service Coordination team feedback, market or regulatory compliance information, Grievance and Appeal information, call listening, member 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. Function as the single point of contact and specifically responsible for coordination with Adult Protective Services (APS), the justice system, Member Support Services contractor, and the Long-Term Care (LTC) ombudsman. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Make decisions regarding own work methods, occasionally in ambiguous situations, and require minimal direction and receive guidance where needed. Follow established guidelines/procedures. Use your skills to make an impact

Requirements

• Must reside in Michigan or within a 40-mile radius of the Michigan border in the neighboring states of Indiana or Ohio.
• Bachelor's degree or equivalent experience working in consumer service/member service role.
• Three (3) or more years of consumer operations experience.
• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access.
• Ability to interpret assignments and understand department strategy (understanding the members’ needs and determining strategy for care).
• Excellent time management skills.
• Experience making decisions and working independently with little supervision.
• This role is considered patient facing and is part of Humana’s Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.
• Ability to travel to region-based community centers.
• This role is part of Humana's driver safety program and therefore requires an individual to have a valid state driver's license and are expected to maintain personal vehicle liability insurance. Individuals must carry vehicle insurance in accordance with their residing state minimum required limits, or $25,000 bodily injury per person/$25,000 bodily injury per event /$10,000 for property damage or whichever is higher.

Nice To Haves

• Six Sigma knowledge desired.
• Dual-Eligible Medicare/Medicaid knowledge.
• Previous experience working with State associates or judicial systems.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees