Service Operations, Process Consultant

Job Description: Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies, with approximately 7 million medical members located primarily in 15 states and Puerto Rico. 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.

Over its 43-year history, Humana has consistently seized opportunities to meet changing customer needs.

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.


The Process Consultant will focus on creating new and refining existing processes for the Medicare, Billing & Enrollment and SPAA call center operations. They will evaluate existing call center issue resolution processes, applications and tools and collaborate with stakeholders to continuously improve call center performance through enhanced processes and tools.

The Process Consultant will:
-Identify and communicate opportunities for continued process improvement.
-Collaborate with operations, subject matter experts, training, workforce management, and call quality teams to develop and deploy continous improvement initiatives across service centers and the enterprise.
-serve as subject matter expert for call flow processes.
-Act as project manager for identified project teams or subteams.
-Possesses basic facilitation practices: Prepare agendas, schedule meetings, facilitates meetings, and takes complete and accurate meeting minutes.
-Represent Humana as the spokesperson for the unit to various internal and external audiences.

Minimum Requirements
-5 years recent call center operations experience
-5 years project management experience
-Medicare, Commercial Billing and Enrollment, and Spending Account Administration or financial services knowledge & experience
-Have a solid basis on Humana's view of the system
-Possess strong working knowledge on Fully Insured, Self-Funded, Government and National Account support models
-Strong working knowledge of CCP and IVR systems
-Be able to work in a virtual environment
-Possess strong organizational skills
-Recognize conflict and escalate appropriately
-Possess and demonstrate an effective communication style

Preferred Requirements
-4 Year business degree
-Green, Brown or Black Belt Six Sigma Certification
-PMP certification

Searchable Keywords: Service Operations, Process Consultant / gj-mo

Expected Travel Time: None