Consumer Experience Lead - Remote

Overview

The Consumer Experience Lead at Humana Gold Plus Integrated is responsible for enhancing member services for the Illinois Medicaid Market by leveraging customer feedback and optimizing service delivery.

In Short

• Lead member services initiatives for the Illinois Medicaid Market.
• Advise executives on functional strategies and execution of member grievances.
• Collaborate across departments to ensure service excellence.
• Influence member services activities and communication.
• Oversee training for member services representatives.
• Ensure compliance with contract terms for member services operations.
• Manage direct reports and support their development.
• Utilize investigative and analytical skills to improve services.
• Work remotely while residing in Illinois.
• Occasional travel within Illinois for training and meetings.

Requirements

• Bachelor's degree required.
• 5+ years of experience in call center operations or related fields.
• 3+ years of leadership experience with direct reports.
• Knowledge of Medicaid or DSNP members preferred.
• Intermediate to advanced Microsoft Office skills.
• Strong problem-solving and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in a matrixed organization.
• Preferred: MBA or equivalent degree.
• Experience with process improvement initiatives.

Benefits

• Competitive pay and comprehensive benefits package.
• 401(k) retirement savings plan.
• Medical, dental, and vision benefits effective on day 1.
• Paid time off and holidays.
• Tuition assistance and other opportunities.