Senior Consumer Experience Professional Work at Home/Remote USA

Profile

Description

The Senior Consumer Experience Professional ensures optimized interaction between a company and providers. The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors and frequently require interpretation and independent determination of the appropriate courses of action.

Responsibilities

The Senior Consumer Experience Professional may leverage voice of the customer, NPSt, root cause, call listening, consumer 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 consumer experience. Begins to influence department's strategy. Makes decisions occasionally in ambiguous situations on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives, approaches to assignments and implementation of deliverables.

Required Qualifications

Bachelor's degree

5 or more years 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

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

Must excel at approaching situations and managing projects with a proactive mindset vs. reactive mindset

Ability to demonstrate effective communication skills in order to coordinate efforts between various teams throughout a virtual environment

Preferred Qualifications

PMP certification and/or equivalent project management experience

General knowledge of healthcare industry terminology including, but not limited to the lifecycle of a claim

Additional Information

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 and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required

Scheduled Weekly Hours

40

Company info

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