Member Experience Lead — Growth & Engagement

Humana; South Carolina; Presencial; USD 104 000 - 143 000; Tempo integral

Resumo da oferta

Humana is seeking a Consumer Experience Lead (Member Services Advisor) in South Carolina to drive membership growth, retention, and an outstanding member experience. You will leverage customer insights, lead cross-functional teams, and own market KPIs, including Go365 engagement, benefits, and incentives.

You will mentor the Member Experience Workgroup, partner with Enrollment, Transformation, and Provider Services teams, and help shape CAHPS performance through data-driven strategies and action

Qualificações

• Must reside in the state of South Carolina.
• Travel up to 10% to Columbia, SC for business.
• 8+ years of consumer operations experience.
• 2+ years of people or project leadership experience.
• Develop functional strategies to improve performance and consumer experience.
• Experience identifying optimization and automation solutions to develop and launch company initiatives.
• Experience with analytics, including program evaluation and optimization.
• Strategic thinking and planning capabilities; organized and detail-oriented.

Responsabilidades

• Serve as member advocate, coordinate communications with members.
• Coordinate issues with appropriate areas within the organization.
• Resolve member inquiries/problems and meet standards for resolution, telephone abandonment rates and telephone hold times; assist members to access culturally competent, high quality integrated medical and Behavioral Health care.
• Advise executives to develop functional strategies (often segment specific) on matters of significance.

Conhecimentos

Consumer operations

People leadership

Project leadership

Strategic planning

Analytics & program evaluation

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Humana is seeking a Consumer Experience Lead (Member Services Advisor) in South Carolina to drive membership growth, retention, and an outstanding member experience. You will leverage customer insights, lead cross-functional teams, and own market KPIs, including Go365 engagement, benefits, and incentives.

You will mentor the Member Experience Workgroup, partner with Enrollment, Transformation, and Provider Services teams, and help shape CAHPS performance through data-driven strategies and action