About Humana


Job Category:

Consumer Service Operations - Consumer Experience


United States

Postal Code:


Approximate Salary:

Not Specified

Position Type:

Full Time

Senior Consumer Experience Professional

Humana - Louisville, Kentucky

Posted: 12/12/2018


The Senior Consumer Experience Professional ensures optimized interaction between a company and members. 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.


Location - Louisville, KY

The Sr Consumer Experience Professional contributes to the success of Humana’s business strategy by understanding key aspects of the TRICARE Customer Experience program, including but not limited to: analyzing beneficiary and provider complaints, tracking trends for potential improvements, supports manager with process improvements; and coordinating customer relationship management activities related to Government, beneficiary, and provider feedback and survey findings.

Our Department of Defense Contract requires U.S. citizenship for this position.

Conduct customer/provider impact analysis by working with stakeholders in order provide insights and solutions.   20%

Create customer/provider scenario mapping.   20%

Develop CBA’s that help support the decision making to improve process and enhance the customer experience. 10%

Stay abreast of customer/provider experience improvement techniques. 10%

Be able to meet with Providers and Customer to identify improvement insights and opportunities.  20%

Create database to track and group customer/provider issues until. 20%

Can include up to 20% travel


Required Qualifications

  • Bachelor’s degree or equivalent work experience
  • Customer or provider customer experience – escalated issue handling
  • Customer Experience Process Improvement
  • Excellent communications and research skills.
  • Ability to interpret federal regulations and operations manuals.
  • Proficiency in SharePoint, Microsoft Access, Excel and Word
  • Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)
  • Our Department of Defense Contract requires U.S. citizenship for this position

Preferred Qualifications

  • Experience with claims systems
  • Experience with billing and enrollment
  • Experience with provider administration 
  • Six Sigma certifications

Scheduled Weekly Hours


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