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

Humana Healthy Horizons in Virginia is seeking a Consumer Service Lead who will be responsible for daily activities across multiple service functional areas. They will oversee all health plan Member services functionality to ensure Contract compliance.

• Partners across Member services areas to ensure excellence in installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, and call center operations.

• Investigates and settles customer service issues.

• Coordinates with the Consumer Experience team to hire resources and develop reporting to support ongoing operations and growth.

• Leads the development of improved training curriculum and mentor documents that broadly address training needs.

• Works with the Medicaid Compliance and Business Intelligence teams to develop and implement standard metric reporting processes.

• Works with call centers to ensure all Virginia Medicaid call center metrics are within the requirements of the Cardinal contract.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree

• 8+ years’ experience in a service operations environment

• 2+ years’ project/program leadership experience

• Comprehensive knowledge of Microsoft Office Word, Excel, PowerPoint, Visio, and Project

• Demonstrates problem-solving skills and investigative skills

• Ability to manage multiple, shifting priorities and meet deadlines in a fast-paced environment

• Capability to generate and champion innovative strategies with leadership.

• Must reside in Virginia

Additional Information

This position is open to working remote in the state of Virginia

Work at Home Criteria

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 recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• 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.

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.
$102,200 - $140,700 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 because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.