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

Humana is a $100+ billion (Fortune 40) market leader in integrated healthcare with a clearly defined purpose to help people achieve lifelong well-being. As a company focused on the health and well-being of the people we serve, Humana is committed to advancing the employment experience and vitality of the associate community. Through offerings anchored in a whole-person view of human well-being, Humana embraces a focus on stimulating positive individual and population changes while nurturing a sense of security, enabling people to live life fully and be their most productive.

Against that backdrop, we are seeking an accomplished leader for the position of Vice President, Retail Customer Contact Center. In this role, you will be responsible for Humana’s single biggest set of call centers, with over 15,000 employees and contractors in roughly 20 locations globally. These centers serve our members and providers via inbound and outbound engagement, including social media and chat channels. Collectively, they support 10.7 million members and 1.8 million providers spanning our largest insurance lines of business – Medicare and Medicaid.

The Vice President will be responsible for defining service excellence and then setting the strategy and roadmap to achieve it, helping to drive a better member and provider experience. Key focal points of the role include optimizing organizational resources, identifying and leveraging synergies with the call centers that support Humana’s other business lines, and reducing call volumes by collaborating with various cross-functional teams to drive greater member self-service capabilities.

This position can be located anywhere within the lower 48 contiguous states.

               

Key Responsibilities

--Direct accountability to deliver results against the following strategic priorities:

• Integrated Health
• Medicaid expansion
• Growth - advancing segmentation and retention strategies.
• Stars - performance on call quality
• NPSr - customer experience results cascading up from NPSt performance.
• Productivity - cost transformation efforts demonstrating sustainable operating improvements and fiscal discipline in an unprecedented operating environment.
• Digital and Automation advancements 
• Driving an internal and global workforce - supporting and designing a world class associate engagement model.  

--Drive an operational organization supporting Individual Medicare, Group, Care Plus, Disenrollment, LINET, Medicaid) 

--Vendor Partner Strategic Coordination:

• Deliver best practices 
• Identify emerging technologies and external benchmarking. 

--Develop/evolve across the enterprise with Functional LOBs into Horizontal Supplier governance and innovation. Effectively looking at the end to end and identifying capabilities and synergies that can be pulled through to improve the customer experience, efficiencies, and drive down costs. (e.g. creation of a Supplier innovation Council)

--Customer Call Center Experience Transformation

--Support of Nearshore/Offshore footprint 
 

Use your skills to make an impact
 

Key Candidate Qualifications

In general terms, the ideal candidate will have extensive experience (typically 10+ years) leading large-scale service operations organizations, including contact centers.  He/she will have a proven record of success in developing and executing on a vision and strategy for achieving customer services excellence, with a focus on digital and automated capabilities.  Additionally, this leader will have expertise in driving organizational transformation and product innovation.  Finally, the ideal candidate will be a strong leader of people with proven success in expanding and elevating the capabilities and performance of a large operations/customer service organization.

In addition to the above, the following professional qualifications and personal attributes are also sought:

• Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences.
• Current or recent experience in a large, highly matrixed company (i.e., Fortune 150), with proven ability to influence leaders and key stakeholders in such an environment  
• Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs and win their co-ownership in the outcome 
• Demonstrated ability to toggle effortlessly be