Become a part of our caring community and help us put health first
 

The Director, Customer Success is responsible for member retention through active engagement with high-risk members. The Director, Customer Success requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

The Director, Customer Success oversees member retention through active engagement with high-risk members. Handles escalated member concerns leading to discussions of plan options and election periods. Resolves disenrollment issues and guides members through the Medicaid/LIS recertification process to quality for dual plans. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Use your skills to make an impact
 

Required Qualifications

• 6 or more years of consumer-focused call-center sales leadership experience
• 5 or more years of management experience
• Active Health Insurance license in the residing state (OR the willingness AND ability to obtain within 75 days of hire date)
• Track record of building high-performing teams and achieving goals and success for a high-volume call center unit
• 1 year experience coordinating operations activities with partners/vendors, including systems migrations
• Demonstrated ability to partner across functions to create win/win strategies is required
• Prior experience leading large teams in a values-based culture is desired
• Open leadership style; actively seeks out and supports collaborative thinking and problem solving
• Skill in driving results, thinking strategically, while passionately leading operations
• Extremely organized, disciplined, hands-on leader
• Commitment to recruiting and developing diverse talent to meet the dynamic business requirements of the market

Preferred Qualifications

• Experience with the healthcare insurance industry, with sales related experience
• Bachelor's Degree

Additional Information

This position can be performed remotely

Ability to travel 20 - 35% of the time, depending on location

Virtual Screening Format

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn’t missed) inviting you to participate in a HireVue interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Pay Range

The compensation 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 pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

 

$136,200 - $187,400 per year

 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.

About us
 

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of  Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.