Become a part of our caring community and help us put health first

Humana’s Highly Integrated Dual Eligibility Special Needs Plan (HIDE SNP) in Michigan is seeking a Consumer Experience Professional 2 who will ensure optimized interaction between Humana and our members. The Consumer Experience Professional will work assignments that are varied and frequently require interpretation and independent determination of the appropriate courses of action.

• Partner across consumer services areas to ensure excellence with functions such as market Care Management teams, member services, enrollment and eligibility, the State Agency (MDHHS), Adult Protection Services, and call center operations.
• Leverages the voice of the customer, NPSt, Care and/or Service Coordination team feedback, market or regulatory compliance information, Grievance and Appeal information, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience.
• Functions as the single point of contact and specifically responsible for coordination with Adult Protective Services (APS), the justice system, Member Support Services contractor, and Long-Term Care (LTC) ombudsman.
• Understand department, segment, and organizational strategy and operating objectives, including their linkages to related areas.
• Make decisions regarding own work methods, occasionally in ambiguous situations, and require minimal direction and receives guidance where needed.
• Follow established guidelines/procedures.

Use your skills to make an impact

Required Qualifications

• Must reside in Michigan or within a 40-mile radius of the Michigan border in the neighboring states of Indiana or Ohio.
• Two (2) or more years of experience in consumer operations.
• Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access.
• Ability to interpret assignments and understand department strategy (understanding the members needs and determining strategy for care).
• Experience making decisions and working independently with little supervision.
• Excellent time management skills, quick learner and a self-starter.
• Comfortable working in a fast-paced environment.
• Demonstrates confidence in speaking in a variety of meeting forums.
• This role is considered patient facing and is part of Humana’s Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.
• Ability to travel to region-based community centers.
• This role is part of Humana's driver safety program and therefore requires an individual to have a valid state driver's license and are expected to maintain personal vehicle liability insurance. Individuals must carry vehicle insurance in accordance with their residing state minimum required limits, or $25,000 bodily injury per person/$25,000 bodily injury per event /$10,000 for property damage or whichever is higher.

Preferred Qualifications

• Bachelor's degree or equivalent experience.
• Previous experience working with State associates or judicial systems.
• Call Center Leadership or provider engagement experience is a plus.
• Dual-Eligible Medicare/Medicaid knowledge.
• Project Management Knowledge.

Additional Information

• Workstyle: This is a remote position with travel.
• Travel: Up to 25% travel across Michigan to meet community partners, and various care teams. Occasional travel to Humana’s Detroit office is also expected for team engagement meetings.
• Typical Workdays and Hours: Monday - Friday; 8:00am - 5:00pm Eastern Standard Time (EST).

WAH Internet Statement

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.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

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 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.

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.