Member Experience Leader – Growth & Retention (SC)

Humana

United States

Remote

USD 104,000 - 143,000

Full time

7 days ago

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Job summary

Humana is seeking a Consumer Experience Lead to drive member engagement, retention, and satisfaction across the South Carolina market. You will own key market KPIs, lead cross-functional teams, and champion improvements that elevate the member experience.

In this role, you will leverage voice-of-the-customer insights, coordinate with Member/Provider Services and Transformation, and develop strategies to boost CAHPS performance while ensuring high-quality, culturally competent care and

Qualifications

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.

Responsibilities

Serve in the role of 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; and 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.