Senior Consumer Experience Professional-Remote/Virtual in Louisville KY or Green Bay WI

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Job Information

Humana

Senior Consumer Experience Professional-Remote/Virtual in Louisville, KY or Green Bay, WI

in

Green Bay

Wisconsin

Description

The Senior Consumer Experience Professional may leverage voice of the customer, root cause, telling the story, 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.

The Senior Consumer Experience Professional will make decisions on approach using discretion and independent interpretation to form solutions. This position involves making decisions on moderately complex work requiring analysis/in-depth evaluation of variable factors. The Senior will establishes their own work priorities and timelines, working without direction and exercising considerable latitude.

Influences department strategy

Ability to prioritize and handle multiple tasks with concurrent deadlines

Strong attention to detail and analytical skills; ability to quickly learn and navigate new systems

Strong facilitation skills; exceptional oral and written communication skills

Detail oriented with excellent organizational and project management skills

Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work

Responsibilities

Where you Come In

The Consumer Experience role within the PCL DECx (development, engagement, and consumer experience) team will be responsible for providing solutions to knowledge or performance gaps. Those solutions will be implemented in the form of training for new or existing associates. The role will act as a subject matter expert for course content, writing, planning, and facilitating training material and performance assessments to help measure the effectiveness of training. The role will act as a subject matter expert for provider contract loading processes and procedures.

The associate will lead efforts to optimize opportunities within the department, empower others in the organization to speak up and voice opportunities to improve processes and the experience of our consumers. The Consumer Experience associate will facilitate curriculum for new and existing department associates. The associate will lead efforts to optimize opportunities within the department, empower others in the organization to speak up and voice opportunities to improve processes and the experience or our internal and external consumers.

An associate in this role will manage a variety of projects, working on various topics and initiatives. The associate will manage and facilitate various recurring meetings and onboarding training. This type of work involves collecting agenda items, preparing agendas, facilitating the meetings, and following up on action items discussed during meetings. The DECx Senior Professional will manage multiple items that will fall into the 'run the business' category of work. These tasks will include facilitation and development of curriculum, driving development measures of success, Mentor documentation editing and creation, or various ad hoc presentations, etc. An associate in this role will address various ad hoc issues via emails and meetings. The Senior will manage mass communications and will create and analyzing survey results. This associate will also support department engagement initiatives.

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Required Qualifications - What it takes to Succeed

Bachelor's degree

Minimum of 3 years in a consumer facing role with experience which includes; research, evaluate, identify gaps and areas of improvement, and provide ability to recommended step by step solutions

Experience facilitating and developing curriculum content

Experience leading small to medium scale projects

Proficiency in Microsoft Office Programs Word, PowerPoint, OneNote and Excel

Demonstrated analytical skills with the ability to judge situations accurately and quickly, grasping complexities, identifying key issues and applying sound judgment

Exceptional oral and written communication skills, including but not limited to presentation skills to leadership

Excellent time management skills

Must live near and be able to travel into either the Louisville, KY or Green Bay, WI office as needed

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

We will require full COVID vaccination for this job as we are a healthcare company committed to putting health and safety first for our members, patients, associates and the communities we serve.

If progressed to offer, you will be required to provide proof of full vaccination or documentation for a medical or religious exemption consideration where allowed by law.

Preferred Qualifications

Knowledge of Adobe Captivate, Cornerstone, InDesign, Camtasia preferred

Experience with APEX, CAS, MTV, PAAG, PIMS, and/or PMDM preferred

Experience with SharePoint and SharePoint updates

Process Improvement & Project Management experience

Prior contract loading knowledge, physician or facility experience preferred

Six Sigma Knowledge preferred

Additional Information - How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Must have a separate room with a locked door that can be used as a home office to ensure you have absolute and continuous privacy while you work.

Must have accessibility to high speed DSL or cable modem for a home office (Satellite internet service is NOT allowed for this role); and recommended speed for optimal performance from Humana systems is 10M x 1M

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, 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 correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes. Humana continues to monitor the situation, and will adjust service levels as the coronavirus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and wellbeing during the hiring process.

#ThriveTogether #WorkAtHome

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com