RightSource Consumer Experience Analyst – Louisville

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.

Role: RightSource Customer Experience Analyst
Assignment: Clinical Guidance Organization
Location: Louisville, KY

Assignment Capsule
As a Pharmacy Consumer Experience Analyst you will be responsible for consumer experience projects for RightSource- Humana's prescription home delivery service. The ideal Consumer Experience Analyst will have experience with voice user interface design and project management experience. Knowledge and skills in pharmacy and communications is preferred.

• Assist in creating and implementing programs/project management activities to improve the RightSource consumer experience
  
• Assist in the design, implementation and testing of IVR systems and automated outbound calls.
  
• Work closely in obtaining and gathering research to support member experience efforts.
  
• Demonstrate sound project management, analytical and negotiation skills when dealing with internal departments and outside vendors. Candidate should excel in problem-solving.
  
• Work with technical vendors and Humana Information Technology to assist in the development of member experience efforts.

Key Competencies

• Is Accountable: You meet clearly stated expectations and take responsibility for achieving results.
  
• Implementation/Execution: You are good at organizing and managing multiple priorities and/or projects by using appropriate methodologies and tools.
  
• Champions the Customer: You keep closely attuned to the needs and perspectives of customers and use this insight for the benefit of the business.
  
• Communication: You actively listen to others to understand their perspective and ensure continuous understanding regardless of communication channel or audience.

Role Essentials

• BA/BS degree, business, economics, or marketing.
  
• Two years or more relevant experience
  
• Excellent written and verbal communication skills
  
• Strong organizational and time management skills. Ability to multi-task.
  
• Proven skills in leadership, communication, organization
  
• Proven experience working with vendors
  
• Understanding of IVR and voice user interface design highly desired
  
• Understanding of Internet and Web design helpful

Role Desirables
Prior group health insurance or pharmacy mail-order experience desired

Reporting Relationships
You will report to the RightSource Consumer Experience Consultant within the Center for Consumer Messaging

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