Consumer Experience Lead - Louisiana

at Humana in Bossier City, Louisiana, United States

Job Description


Humana Healthy Horizons in Louisiana is seeking a Consumer Experience Lead who will work across multiple service functional areas to ensure optimized interaction between Humana and our Medicaid members. The Consumer Experience Lead works on problems of diverse scope and complexity ranging from moderate to substantial. Advises executives and shared services partners to develop functional strategies on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.


+ Partner across consumer services areas to ensure excellence with functions such as installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations.

+ Work cross departmentally with key stakeholder to ensure delivery of an optimal member experience and highest level of satisfaction.

+ Coordinates with the Consumer Experience team to hire resources and develop reporting to support ongoing operations and growth.

+ Collaborate on the development?of?improved training curriculum?and Mentor documents that more broadly address training needs.

+ Investigates, researches, analyzes trends and resolves issues in collaboration with business leads and cross functional teams.

+ Work with Medicaid Compliance and the Business Intelligence teams to develop and implement standard metric reporting processes.

+ Monitors adherence to contractual obligations and SOPs in relation to member experience requirements and initiatives.

+ Responsible for assisting with coordination, preparation and presentation for joint committee and internal cross functional consumer experience meetings.

+ Other duties as assigned.

Required Qualifications

+ Bachelor’s Degree or relevant years of experience.

+ 5 or more years’ experience in call center operations or a related service operations environment.

+ 3 years leadership and management experience.

+ 2 or more years of project/program management experience.

+ Comprehensive knowledge of Microsoft Office Suite specifically in Word, Excel, PowerPoint and Visio.

+ Demonstrated ability to generate and champion innovative strategies with leadership.

+ Strong investigative, problem-solving and analytical skills.

+ Ability to manage multiple or competing priorities and work in a very fast-paced environment.

+ Strong written and verbal communication skills.

+ Excellent collaboration, facilitation skills and experience developing relationships.

+ Must have the ability to provide a high speed DSL or cable modem for a home office.

+ A minimum standard speed for optimal performance of 25×10 (25mpbs download x 10mpbs upload) is required.

+ Satellite and Wireless Internet service is NOT allowed for this role.

+ A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

+ Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Preferred Qualifications

+ MBA or an equivalent degree.

+ Experience with LA Medicaid Manage Care.

+ Experience with process improvement initiatives and strategy development.

Additional Information

+ Workstyle : Hybrid Home - Works 1 – 2days/week in Humana’s Baton Rouge or Metairie, LA office location and 3 – 4 days remotely.

+ Travel: Up to 15%.

+ Direct Reports: Up to 6 Associates.

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours


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Job Posting: JC216659541

Posted On: Jun 19, 2022

Updated On: Aug 13, 2022