36 applicants

Company

Humana · 2 hours ago

Associate Director, Operational Readiness

Remote Nationwide

Full-time

Remote

Entry, Mid, Senior Level, Lead/Staff

$126K/yr - $174K/yr

5+ years exp

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Health CareHealth Insurance

H1B Sponsor Likely

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Responsibilities

Lead a team of associates whose primary responsibility is ensuring operational readiness for service experiences in the contact center and back-office functions with the intent of ensuring that Humana is service ready for every customer contact

Create and leverage processes that ensure unprecedented contact center readiness practices across a worldwide service footprint, delivering service interactions that ensure our customers' needs are met generating experiences that help them achieve their best health

Leverage multiple service data points to observe and address operational readiness, those data points will include Voice of the Customer, NPSt and Issue Resolution

Maintain a solid understanding of how organizational capabilities interrelate across department(s) to deliver an exceptional service interaction experience for customers and associates

Exhibit a depth of understanding and bias for action related to the recognition and elimination of friction points and opportunities for automation and optimization

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Change managementStrategic planningProcess developmentContinuous improvementHealthcare experienceAgile leadership

Required

Minimum 5 years of experience leading change management and organizations that support operational readiness

Minimum 3 years of large-scale project leadership experience

Experience with analytics, including program evaluation and optimization

Critical thinker who anticipates team needs, takes initiative to present ideas, ask questions, and exhibit a commitment to pursuit of excellence

Strategic thinking and planning capabilities; organized and detail-oriented

Exceptional communication skills, both written and verbal (including public speaking)

Experience in identifying optimization and automation solutions to develop and launch company initiatives

Demonstrated process development and data-driven continuous improvement experience

Must be passionate about contributing to an organization focused on continuously improving associate and consumer experiences

Must have ability to support occasional after-hours deployments based on business need (may include weekends)

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

Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense

Humana will provide Home or Hybrid Home/Office associates 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

Preferred

Experience in Medicare and/or healthcare

Off-shore contact center experience

Prior experience with agile leadership practices and methods

Benefits

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

Company

Humana

Glassdoor

3.8

Humana is a health insurance provider for individuals, families, and businesses.

Founded in 1964

Louisville, Kentucky, USA

10001+ employees

http://www.humana.com

H1B Sponsorship

Humana has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (217)

2022 (257)

2021 (258)

2020 (107)