Consumer Experience Lead

Indiana, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Health Insurance, HealthcareIndustries

Requirements

Candidates must have a Bachelor's degree or equivalent experience, with over 5 years in call center or service operations. Required experience includes LTSS or program population, 3 years of leadership with direct reports, and 2+ years in project/program management. Knowledge of Medicaid members and grievance/appeals processes is necessary, along with comprehensive Microsoft Office Suite skills (Word, Excel, PowerPoint, Visio). Demonstrated ability to generate innovative strategies and strong investigative, problem-solving, and analytical skills are essential. The role requires the ability to manage multiple competing priorities in a fast-paced environment and requires the candidate to reside in the Indianapolis, IN area.

Responsibilities

The Consumer Experience Lead is responsible for optimizing member interactions, advising executives on functional strategies, and leading the execution of member grievance and appeal trends. This role involves exercising independent judgment on complex issues, working with minimal supervision, and analyzing variable factors to determine the best course of action. The lead will partner across consumer services areas to ensure excellence in areas such as preventive and enhanced services, client support, client services, client administration, customer service, enrollment, and eligibility. Responsibilities also include leveraging customer feedback, NPS, root cause analysis, call listening, member experience design, identifying friction points, and recognizing automation/optimization opportunities to empower others in the organization to improve the member experience.

Skills

Consumer Experience

Member Experience Design

Voice of the Customer

NPS

Root Cause Analysis

Call Listening

Friction Point Identification

Automation

Optimization

Call Center Operations

Service Operations

LTSS

Program Population

Grievance and Appeal Management

Cross-departmental Collaboration

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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