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Description
Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.
Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.
Manage and lead the integration and deployment of procedural documentation for business operations requirements across all service centers and platforms; Build customer relationships by frequently communicating with clients and contacts in various departments and various roles; Serve as a liaison between process, corporate, project management, operational and functional areas. Identify and address barriers cross-functionally. Provide ongoing coaching and feedback to enhance associates' contribution, competencies, and performance. Identify continuous improvement opportunities to department processes and systems and lead change to create greater efficiency and client satisfaction.
Accountabilities
- Partner with Process Organization, Operational Leaders and Education organization and develop operational plans to meet business needs
- Monitor and address action to ensure effective and timely documentation for continuous performance improvement in Service Center Operations
- Provide performance feedback, coaching and development, performance planning and assessment for a staff of 10-15 Policy Consultants (exempt level associates)
- Coach staff in best methods for documentation, consulting and application of adult learning theories
- Lead continuous improvement efforts for online documentation system
- Champion efforts to move all service center documentation and communication to the central documentation system
- Introduce process and quality improvements to department work to increase sophistication around ability to prioritize work, track progress, monitor results and produce metrics and measures
- Provide Education organization with feedback/information on formal releases and changes for documentation
Requirements - Bachelor's Degree, in Journalism, Communications, English, Liberal Arts or related field
- 3-5 years experience in a procedure/technical writing or training environment
- 3-5 years previous management experience
- Demonstrated ability to achieve results both personally and through leading team efforts
- Demonstrated ability to lead, counsel, and coach a diverse work group
- Demonstrated ability to work in a fast-paced, high-pressure environment and render good decisions to resolve problems
- Excellent written and oral communication skills which include ability to effectively interact, negotiate and persuade all levels of the organization
- Exceptional strategic decision making, problem solving and analytical skills
Knowledge, Skills and Behaviors - Awareness of Humana strategic intents and corporate / service center initiatives and their impact to frontline associates in multiple operations areas
- Knowledge of end-to-end processes in service operations
- Insight into the best formats, presentation and delivery of procedures and education material
- Communication: communicates well both verbally and in writing, with all levels of the organization
- Implementation / Execution: ensures appropriate delivery of documentation projects
- Problem Solving: proactively identifies and evaluates problems. Identifies appropriate subject matter experts and other information resources to resolve problems.
- Engaging Associates: builds a cohesive team by establishing clear direction, goals and responsibilities. Supports success by providing necessary resources and breaking down barriers.
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