Consumer Experience Professional

Become a part of our caring community The Consumer Experience Professional ensures optimized interaction between Humana and our members. The Consumer Experience Professional work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action. The Consumer Experience Professional may leverage various tools to improve the member experience. These tools include voice of the customer, NPSt, root cause, telling the story, call listening, and member experience design. Additionally, they may eliminate and recognize friction points, identify automation/optimization opportunities, and empower others in the organization to speak up. By doing so, they can voice opportunities to improve the member experience. Understand department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Regarding own work methods, occasionally in, and receives guidance where needed. Follows established guidelines/procedures. Use your skills to make an impact Required Qualifications 1 year of consumer operations experience Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access Ability to interpret assignments and understand department strategy Excellent time management skills Experience making decisions and working independently with little supervision Preferred Qualifications Experience with Medicaid Bachelor's degree Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.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.$59,300 - $80,900 per yearThis 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. About us About Humana : Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana .com and at CenterWell.com. ​ 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 empl