Job Description

**Become a part of our caring community and help us put health first** The Sr. Consumer Experience will partner with Resolution Team Leadership and other leaders across CPO, Stars and the enterprise on functional strategies and driving project implementation and planning. In addition, this Role will provide regular review and communication of assigned project results. The Sr. Consumer Experience will partner with Resolution Team Leadership and other leaders across CPO, Stars and the enterprise on functional strategies and driving project implementation and planning. In addition, this Role will provide regular review and communication of assigned project results. Responsibilities include the following: + Responsible for working with other Senior, Lead, Associate Directors and Directors to coordinate work across the enterprise optimizing and driving Complaint (CTMs) Stars' initiatives - ensuring all KPIs, performance goals are met or exceeded. + Collaborate with business owners and cross-functional teams to leveraging data to identify drivers & root cause(s), develop initiatives to improve CTM performance - analyze, develop, influence, and drive operational strategic outcomes. + Work across the enterprise to map the member experience on specific CTM drivers/issues to identify and improve process breakdowns or gaps. This can include call listening, understanding other transactions that members experienced (enrollment, ID card, spending account usage etc) - End-to-end thinker. + Create and sustain trusted relationships with aligned business partners and cross-functional team. + Prepare weekly project updates for CTM program team and functional leaders. + Ensure transparency and clear communication of deliverables and expectations of Star's work, holding cross functional team members accountable. + Escalate appropriately when work is at risk or off track. Success in this position requires the following key attributes: + Ability to build and maintain trust with stakeholders using exceptional relationship building skills + Excellent communication skills with all levels of an organization + Ability to understand, research and summarize key points that drives complaints and impact of program implementation + Proven track record of organizational, problem-solving skills and ability to influence stakeholder across teams, identifying and removing barriers + Use of data to support and enable sound decision making, drivers of complaints/root cause and measuring outcomes + High self-initiative/self-starter, commitment and follow through with ability to switch among competing tasks and priorities **Use your skills to make an impact** **Required Qualifications** + 3-5 years of experience in Relationship management influencing strategic outcomes + 2 or more years of project leadership experience + Strong knowledge of Microsoft Office XP products (Word, Excel, Access) + Strong working ability to tell stories through PowerPoint **Additional Information** Work at Home Requirements + Must have a separate room with a locked door that can be used as a home office to ensure you have absolute and continuous work privacy while you work to protect member PHI / HIPAA information. + At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested. + Satellite, cellular and microwave connection can be used only if approved by leadership Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. **Scheduled Weekly Hours** 40 **Pay Range** The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $71,100 - $97,800 per year This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance. **Description of Benefits** Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. Application Deadline: 05-15-2025 **About us** Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. ​ **Equal Opportunity Employer** 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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our

Job Tags

Full time, Temporary work, Apprenticeship, Work at office, Remote work, Work from home, Home office,

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