Head of Patient & Provider Service Operations

Humana Inc; Pierre (SD); Remote; USD 104.000 - 143.000; Vollzeit

Zusammenfassung

Humana Inc. seeks an Associate Director of Service Operations to build, launch, and lead the patient and provider service operation for the pharmacy hub.

You will own omnichannel service, drive quality and timely interactions, and supervise staff across health care channels to ensure patient and provider satisfaction. The role partners with cross-functional teams and requires strong leadership, data-driven decision making, and deep knowledge of regulated healthcare operations to balance patient

Qualifikationen

• Bachelor’s degree or equivalent progressive experience in contact center, patient services, hub services, or healthcare operations.
• 5+ years of people leadership experience
• Experience launching or transforming a contact center or omnichannel operation
• Strong knowledge of regulated healthcare interactions, documentation, privacy, and compliance
• Executive communication and data-driven decision-making skills

Aufgaben

• Build the Service Operations model: channels, hours, staffing, routing, and service standards.
• Partner with Implementation on requirements, testing, training readiness, go-live, and hypercare; assume steady-state accountability.
• Translate needs into scripts, guidance, knowledge content, routing, and measurable service expectations.
• Establish launch staffing, nesting, proficiency, contingency, and escalation plans.
• Lead patient and provider support across voice and digital channels, ensuring service level and first-contact resolution.
• Own service metrics: escalation, satisfaction, and complaint outcomes; drive real-time management routines.
• Recruit, develop, and retain managers and specialists as the organization scales.
• Coordinate cross-functional with Access, Clinical, fulfillment, vendors, and client teams.
• Provide executive-level reporting on readiness, performance, and risk.

Kenntnisse

Executive communication

Cross-functional influence

Data-driven decisions

Omnichannel service leadership

Healthcare operations

Ausbildung

Bachelor’s degree or equivalent experience in healthcare operations

Tools

Cloud contact center

CRM

IVR

AI-enabled service tools

Jobbeschreibung

Humana Inc. seeks an Associate Director of Service Operations to build, launch, and lead the patient and provider service operation for the pharmacy hub.

You will own omnichannel service, drive quality and timely interactions, and supervise staff across health care channels to ensure patient and provider satisfaction. The role partners with cross-functional teams and requires strong leadership, data-driven decision making, and deep knowledge of regulated healthcare operations to balance patient