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

Humana Healthy Horizons in Virginia is seeking a Senior Consumer Experience Professional who will ensure optimized interaction between a company and 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. This associate will partner across consumer services areas to ensure excellence with functions such as market Care Management teams, member services, enrollment and eligibility, the State Agency (DMAS), Adult Protection Services, and call center operations.

The Senior Consumer Experience Professional may leverage 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.

Position Responsibilities:

• 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 is an associate who is a 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.

Use your skills to make an impact
 

Required Qualifications:

• Must reside in the Commonwealth of Virginia or within a 20-mile radius from Virginia in a bordering state/district (Washington DC, MD, WV, KY, TN & NC).

• Bachelor's degree or equivalent experience

• 3+ years of consumer operations experience

• Experience making decisions and working independently with little supervision and inclusive of excellent time management skills.

• Ability to interpret assignments and understand department strategy (understanding the members needs and determine strategy for care)

• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access

Preferred Qualifications:

• Six Sigma knowledge

• Previous experience working with Regulatory Agencies

Additional Information

Ability to travel to Humana's Virginia facility for meetings/training as needed

Work At Home Requirements

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

Interview Format  

As part of our hiring process, we will be using an exciting interviewing technology provided by Hire Vue, a third-party vendor.  This technology provides our team of recruiters and hiring managers an enhanced method for decision-making. 

If you are selected to move forward from your application prescreen, you will receive an email correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. (please be sure to check your spam or junk folders often to ensure communication isn’t missed) If participating in a pre-recorded interview, you will respond to a set of interview questions vi