What are the responsibilities and job description for the Director, Consumer Experience position at CenterWell Senior Primary Care?
Become a part of our caring community and help us put health first
The Director, Consumer Experience ensures optimized interaction between a company and members. The Director, Consumer Experience requires an in-depth understanding of how organization capabilities interrelate across the function or segment. This role will report to the Market VP, Clinic Operations Strategy.
The Director, Consumer Experience may leverage voice of the customer, NPSt, root cause, telling the story, 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. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.
The Director, Consumer Experience will support multiple contact center BPO suppliers and rapidly growing associates both domestic and nearshore. This role will be primarily responsible for developing and implementing programs to establish and maintain performance and adherence to contractual agreement as well as developing programs to focus BPO's and internal on the member experience. Drive decisions typically related to identifying and resolving complex technical and operational problems across all BPO's and internal. Must be focused on contributing to an organization focused on continuously improving the member experience. Passionate and strategic about talent development/succession planning.
Impact Of The Role
Use your skills to make an impact
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.
$150,000 - $206,300 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
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.
About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
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.
The Director, Consumer Experience ensures optimized interaction between a company and members. The Director, Consumer Experience requires an in-depth understanding of how organization capabilities interrelate across the function or segment. This role will report to the Market VP, Clinic Operations Strategy.
The Director, Consumer Experience may leverage voice of the customer, NPSt, root cause, telling the story, 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. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.
The Director, Consumer Experience will support multiple contact center BPO suppliers and rapidly growing associates both domestic and nearshore. This role will be primarily responsible for developing and implementing programs to establish and maintain performance and adherence to contractual agreement as well as developing programs to focus BPO's and internal on the member experience. Drive decisions typically related to identifying and resolving complex technical and operational problems across all BPO's and internal. Must be focused on contributing to an organization focused on continuously improving the member experience. Passionate and strategic about talent development/succession planning.
Impact Of The Role
- Results delivered by this leader have a direct impact on clinical and member experiences
- Results have a direct impact on sales & renewal results
- Contributes to Segment outcomes
- Financial accountability to drive CPS product growth in the growth segments
- Demonstrate strong understanding of budgets and financial responsibilities - including development of business case and leading initiatives that have positive financial outcomes.
- Strong executive presence and presentation skills to adequately translate complex trend metrics into action both with the BPO's, internal and senior leadership.
- Lead multidisciplinary meetings to drive to alignment and results.
- Collaborate internally to deliver consistent messages across all BPO's and internal.
- Oversee development and implementation of policies and procedures within all work streams.
- Build and maintain a high-performance team that includes clear roles/responsibilities, training and quality to monitor and improve BPO and internal performance.
- Help support the change management necessary to implement new ways of working in the organization
- Align team processes to add value and support of overall organizational goals or strategy and provide on-going oversight and monitoring of team performance to well defined metrics
Use your skills to make an impact
- Master's Degree
- 8 or more years of contact center experience
- 5 or more years of management experience
- Demonstrated success leading programs and initiatives that cross multiple departments and locations
- Demonstrated success establishing structured reporting for both operations and project metrics
- Mentor and empower associates to improve member experience
- Manage and prioritize diverse projects
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- Experience in healthcare contact center
- Six Sigma, Lean (or other quality program) background
- Genesys software
- Experience in Medicare/Value base care and healthcare
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.
$150,000 - $206,300 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
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.
About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
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.
Salary : $150,000 - $206,300