Senior Patient Experience Professional

Become a part of our caring community.

About the role

The Senior Patient Experience Professional supports the design, execution, and continuous improvement of patient experience strategies across the primary care organization. Using patient feedback, performance data, qualitative insights, and partnerships, you will identify opportunities, develop recommendations, and lead measurable improvements for patients, clinicians, and the business.

Reporting to the Consumer Experience Principal, you will improve patient experience projects through insight generation, improvement planning, partner engagement, and execution support. You will collaborate across teams to identify challenges, translate data into applicable insights, and support experience improvement efforts.

Responsibilities

• Analyze quantitative and qualitative data to identify trends, causes, risks, and improvement opportunities.
• Translate complex analyses into clear recommendations, business insights, and leadership-ready materials.
• Collaborate with teams and influence partners without direct authority.

Requirements

• Bachelor's degree in business, healthcare administration, public health, analytics, economics, or related field.
• 3+ years of experience in healthcare, consulting, strategy, operations, analytics, quality improvement, customer/patient experience, or a related discipline.
• Proficiency with data visualization tools.
• Demonstrated curiosity and commitment to continuous improvement.
• Can work Eastern Standard Time hours.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Preferred Qualifications

• Experience working with patient experience metrics, CAHPS, NPS, survey data, or Voice of Customer programs.
• Experience in primary care, population health, value-based care, Medicare Advantage, health plans, or provider organizations.
• Familiarity with quality improvement methodologies, process improvement, or performance management frameworks.
• Experience developing dashboards, scorecards, business cases, or executive communications.

Work at Home Requirements

To ensure effective remote work, your self-provided internet service must meet the following criteria:

• Minimum download speed of 25 Mbps and upload speed of 10 Mbps.
• Wireless, wired cable, or DSL connection is suggested.
• Humana reserves the right to require associates to upgrade their internet service if necessary.

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Pay

The pay 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 range may vary based on geographic location and individual pay will depend on demonstrated job-related skills, knowledge, experience, and education.

• $71,100 - $97,800 per year.
• This role is eligible for a bonus incentive plan based on company and/or individual performance.

Benefits

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

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

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, and minor injury treatment. Our unique care model focuses on personalized experiences, taking time to listen, learn, and address factors impacting patient well-being. Integrated care teams spend up to 50% more time with patients, delivering compassionate, personalized care for better health outcomes.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that prioritize patients. As the largest provider of senior-focused primary care, a leading provider of home healthcare, and a key player in integrated home delivery, specialty, hospice, and retail pharmacy, CenterWell emphasizes whole health—addressing physical, emotional, and social wellness. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more at CenterWell.com.