Consumer Experience Professional

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About the role

The Consumer Experience Professional 2 is responsible for the daily coordination of member support and benefit fulfillment activities across multiple service responsibilities. You will support members by resolving service needs, coordinating benefit delivery, facilitating assistance programs, and collaborating with internal and external partners to achieve positive member outcomes. This role contributes to ongoing operational improvements through varied work assignments that require interpretation and independent determination of courses of action.

The Consumer Experience Professional 2 may support benefit installation, implementation, and market operations, ensuring the successful administration and oversight of member benefits.

Responsibilities

• Investigate and resolve member, provider, and customer service issues.
• Coordinate fulfillment of member benefits and resources, including researching products, identifying solutions, and arranging delivery.
• Collaborate with internal partners to address member needs and ensure service excellence in benefit administration and fulfillment.
• Coordinate with internal and external partners to facilitate benefit fulfillment, resolve barriers, and support member outcomes.
• Use benefit fulfillment systems, multiple systems, and data sources to process requests, maintain accurate records, and support operational workflows.
• Analyze information, research problems, and determine appropriate solutions while balancing quality, compliance, and member experience.
• Monitor work activity and use operational data, reports, and performance metrics to support decision-making and workload prioritization.
• Identify opportunities to improve processes, workflows, and enhance the member experience.
• Support implementation of new programs, benefits, workflows, or operational programs as assigned.
• Operate with judgment in prioritizing work and adapting established procedures to unique situations.
• Demonstrate problem-solving for complex issues through resolution.
• Understand department, segment, and organizational strategies and how they align with operational goals.
• Contribute to a culture of continuous improvement, teamwork, and consumer experience.

Requirements

• Bachelor's degree or equivalent work experience.
• 3 years of experience in a service operations environment.
• Must be passionate about contributing to an organization focused on improving consumer experiences.

Preferred Qualifications

• Benefit or program implementation experience.
• Experience with healthcare or benefit administration.
• Experience analyzing operational data and reports to identify trends, support decision-making, and communicate insights to partners.
• Quality assurance, auditing, or continuous improvement experience.
• Project management experience.

Work at Home Requirements

• Self-provided internet service must meet the following criteria: at minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps; wireless, wired cable, or DSL connection is suggested.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information.
• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay

The pay range reflects a good faith estimate of starting base pay for full-time (40 hours per week) employment at the time of posting. The range may be higher or lower based on geographic location, and individual pay will vary based on demonstrated job-related skills, knowledge, experience, education, and certifications.

$58,700 - $68,200 per year.

This job is eligible for a bonus incentive plan based on company and/or individual performance.

Benefits

Humana offers competitive benefits that support whole-person well-being, including:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance.

Schedule

Scheduled weekly hours: 40.

About Us

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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.