Associate Director, Consumer Experience

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, Consumer Experience, within our Provider Payment Integrity area is responsible for providing excellent service to our customers through a variety of methods including inbound calls and digital contacts. The role provides senior leadership and oversight to service teams, leaders, and vendor staff, and is responsible for overall performance related to the service experience, and includes continually seeking opportunities for enhancing customer satisfaction. This position works closely with leaders of all other functional areas within Provider Payment Integrity as well as other leaders in Humana operations.

Required Qualifications

• 5+ years of management experience leading a service-based team, including vendor resources
• Significant knowledge of operational practices within a health payer environment
• Proven strategic planning, innovation, and consultative skills
• Business acumen and financial acuity with ability to assess and respond to unique service, market, and provider needs
• Excellent communication skills and ability to effectively interact with all levels of leadership
• Able to build sustaining relationships and leverage matrix resources
• Demonstrated ability to meet deadlines and performance requirements
• Bachelors degree or commensurate experience
• Comprehensive knowledge of all Microsoft Office applications
• Ability to travel as needed

Preferred Qualifications

• Experience with Medicare and/or Medicaid regulations
• Experience with Provider customer service