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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 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 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.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$71,100 - $97,800 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.