Unknown Company is hiring a Consumer Experience Lead

Humana is hiring a Consumer Experience Lead to serve the Illinois Medicaid Market full-time. In this role, you will champion the member experience by identifying critical friction points and optimization opportunities. You’ll empower others within the organization to voice and act on improvements, ensuring member services are effective and compliant.

What You'll Do

• Advise executives to develop functional strategies and lead the execution of member grievance and appeal trend analysis.
• Partner across consumer services areas to ensure excellence in Consumer Experience, preventive and enhanced services, client support, and enrollment and eligibility.
• Influence member services activities, including helpline performance, email communications, member education, website content, and outreach programs.
• Work closely with other managers and departments to address and resolve member grievances and appeals.
• Oversee the interface with the Enrollment Broker regarding member enrollment, disenrollment, PMP assignments, and eligibility.
• Ensure the delivery of orientation and ongoing training for member services helpline representatives.
• Be responsible for ensuring all member services operations comply with the terms of the Contract.

What We're Looking For

• Must live in the State of Illinois (or be willing to relocate) and be able to travel throughout Illinois as needed.
• Bachelor's degree.
• 5+ years of experience in call center operations or a related service operations environment.
• Prior experience with LTSS or program population.
• 3+ years of leadership and management experience with direct reports.
• 2+ years of project/program management experience.
• Knowledge and/or experience working with Medicaid or DSNP members.
• Knowledge and/or experience working with grievance and appeals.
• Intermediate to advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Visio).
• Demonstrated ability to generate and champion innovative strategies with leadership.
• Strong investigative, problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working in a matrixed organization and influencing change and direction.

Nice to Have

• MBA or an equivalent degree.
• Experience with DSNP, Illinois or other State Medicaid Managed Care Programs, specifically in Member/Consumer Experience areas.
• Experience with process improvement initiatives and strategy development.

Technical Stack

• Microsoft Office Suite: Word, Excel, PowerPoint, Visio

Team & Environment

You will manage up to five associates as direct reports and work in a matrixed organization. This role requires partnering across consumer services areas and collaborating closely with other managers and departments.

Benefits & Compensation

• Compensation range: $104,000 - $143,000 per year.
• Benefits effective on day one.
• Competitive pay and a comprehensive benefits package including 401k, Medical, Dental, and Vision.
• Variety of supplemental insurances, tuition assistance, and more.
• Bi-weekly payment for internet expense for associates in California, Illinois, Montana, or South Dakota.
• Telephone equipment provided by Humana.

Work Mode

This is a remote position, but you must reside within the State of Illinois.

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.