Humana's Neighborhood Center is seeking an Associate Director who is knowledgeable and passionate about our senior communities and driving service strategies for members at our West Region locations. As Associate Director - West Region, you will oversee operations and develop community partnerships for 14 Neighborhood Centers. The Associate Director will spearhead growth and process improvement initiatives, create service strategy and will coordinate with leadership and internal departments to create unique Center programming and develop positive relationships among Center staff and members.
Responsibilities
The Associate Director will support their regional markets in accomplishing their goals by managing operational and administrative processes related to marketing, health and well-being programming and development of community partnerships for Neighborhood Centers located in Arizona, Louisiana, Nevada and Texas.
The Associate Director will be a liaison between the corporate team and the markets to bring national strategy to life via local strategic planning and execution.
Responsibilities include:
Engaging with market leadership to develop local strategies and plans
Cultivate relationships and represent Guidance Centers with MarketPOINT Regional VPs and Directors, Medicare Market Presidents, Market Medical Officers, Provider Relations Leaders, STARs / Quality Leaders, Bold Moves Markets Boards
Develop market-level plans
Develop regular cadence to ensure alignment with market needs
Assuming accountability for and tracking progress against market-level goals Leading Indicator Metrics in the following areas:
Visits, Sales Leads, Neighborhood Center Health Program Attendance, Satisfaction / NPS(t); Outcome Metrics: Sales, Retention, Engagement in Humana Health Programs)
Work with local teams to drive and track progress against plan and metrics
Collaborating with Bold Goal team / Board of Directors to 'sell' community partnerships that maximize use of Neighborhood Center and its assets in the market to achieve goals
Facilitate use of Neighborhood Center assets outside the actual Center space to expand impact
Ensuring Brand and Consumer Experience optimally executed on in Centers in region
Empowering and guiding local Neighborhood Center leadership; developing talent within Centers; driving on-the-ground engagement
Travel to West Region Center locations to support practice operations
Provide training and development support to local Center leadership to ensure all staff demonstrate knowledge of the business model, operating procedures and protocols
Required Qualifications
Multi-location, retail/recreation operations management experience in customer, client or patient-based industry
Experience coaching and developing others
Prior profit and loss responsibility and the ability to interpret and act upon financial statements
Excellent verbal and written communication skills and the ability to make decisions independently
Extremely comfortable with technology - proficient with full MS Office suite
Attention to detail with strong problem-solving skills
Ability to work closely and engage with senior population
Quickly develop and maintain trusting relationships in all interactions
Flexible with ability to work in a fluid environment and positive attitude regarding finding solutions to challenges
Demonstrated strong interpersonal, proactive communication and leadership skills including a willingness to consistently provide superior customer service, the ability to react appropriately under pressure, and the ability to apply good judgment in ambiguous situations
Ability to build and maintain effective relationships with associates, consumers and internal and external business and community partners
Understanding of and ability to work with the community
Motivated to ensure work quality meets established guidelines
Collaborative and interacts well with a broad spectrum of individuals
Demonstrate appreciation for and ability to respond to cultural differences
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Associate must reside in either Arizona, Louisiana, Nevada or Texas
Must have the ability to travel to all western markets; travel up to 50%
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Preferred Qualifications
Bachelor's degree or in lieu of degree, 3 years of demonstrated people leadership experience
Knowledge of community engagement principles (best practices and effective strategies for collaboration with internal and community partners).
Project Management, Marketing and Presentation Skills
Additional Information
This position is located, on-site and involves travel to our 14 Neighborhood Center locations in Arizona, Louisiana, Nevada and Texas.
Vaccine Policy
Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.
Please note: Some areas of our business, such as the Primary Care Organization including CenterWell, Conviva, Kindred at Home, onehome, SeniorBridge, Neighborhood Centers, Pharmacy Distribution Centers and others, may be required to adhere to federal, state or local or additional workplace guidelines.
Why Humana?
At Humana, we know your well-being is important to you, and it's important to us too. That's why we're committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. Just to name a few:
Work-Life Balance
Generous PTO package
Health benefits effective day 1
Annual Incentive Plan
401K - Immediate company match
Well-being program
Paid Volunteer Time Off
Student Loan Refinancing
If you share our passion for helping people, we likely have the right place for you at Humana.
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