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Senior Consumer Experience Professional ID-12625

About the position

Become a part of our caring community and help us put health first. Humana Medicaid is seeking exceptional candidates to join our Medicaid Product Strategy Organization to support our Markets with delivery of benefits to Members. 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, Communicator, Organizer, and Goal Setter. The Senior Consumer Experience Professional ensures optimized benefit performance. 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. In this position, you will oversee a team and ensure that day-to-day projects and tasks are completed proficiently. You will process payments, document and track benefit utilization, and review performance to assist in supporting the Markets through timely and compliant benefit delivery. You will also assess customer pain points, lead process improvement efforts, and provide training and education on backend processes to support members in benefit delivery. Your role will involve clear communication with the Director and stakeholders, mentoring junior team members, and exercising considerable latitude in determining objectives and approaches to assignments.

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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.

Requirements
• 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.).

Nice-to-haves
• 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

Benefits
• 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

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