Associate Director Consumer Experience - Remote nationwide

Profile

Description

The Associate Director, Consumer Experience ensures optimized interaction between a company and members. The Associate Director, Consumer Experience requires a solid understanding of how organization capabilities interrelate across department(s).

Responsibilities

The Associate Director, will focus on Medicaid consumer Experience: maintaining and building Medicaid with the following responsibilities:

Responsible for working across all Medicaid markets to align member and associate experiences for an consistent and differentiated member and associate experience

Accountable for expansion outcomes; hitting project delivery timing for states in flight to ensure readiness

Oversight of run the business state audits and accountable to speak to various state entities during an audit or new state expansion representing contact center process

Partners with directors and above to align strategy to solve insights and recommendations for senior leaders on strategic steps and actions needed to be taken to overcome obstacles and risks

Partners across enterprise to align on shared outcomes and responsibilities to accomplish goal

Representative for contract shred enroll services who will help identify contract needs and partner to bring needs to realization

Oversight of the Medicaid insight into action program which identifies new and existing state insights which brings efficiencies, cost savings, and best member and associate outcomes

Responsible to prep for audit and re-contracting to ensure adhere to contract and represent the contact center process during audit

Ongoing strategy and growth planning for new business

Partners with various Medicaid segment leaders to collaborate and make decisions which impact outcomes of our members and associate

Development of run the business program to performance manage multiple states and new states

Creation and oversights of new programs such as ART which are state requirements

Accountable for strategy of expansion team which needs to align to the overall vision of Medicaid and Medicaid growth

Required Qualifications

Bachelor's Degree

6 or more years of demonstrated success leading large scale process improvements, including technical solutions

2 or more years of management experience

Experience in Medicaid implementations

Demonstrated success leading programs and initiatives that cross multiple departments and locations

Demonstrated success establishing structured reporting for both operations and project metrics

Strategic thinking and planning capabilities; organized and detail-oriented

Enthusiasm and motivation essential; a confident change-agent

Ability to mentor and empower associates to improve member experience

Willingness to manage and prioritize diverse projects

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work at Home/Remote Requirements

Must ensure designated work area is free from distractions during work hours and virtual meetings

Must provide a high-speed DSL or cable modem for a workspace (Satellite, wireless and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

Preferred Qualifications

Experience using Excel

Experience in Medicare

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com