Director, Medicaid Customer Success

📋 Description

• • As the Director, Medicaid Customer Success at Humana Inc., you will be instrumental in shaping and executing strategies that enhance the experience and outcomes for our Medicaid members and partners.
• • This pivotal role involves a deep dive into existing business processes, meticulously analyzing their effectiveness and identifying opportunities for sustainable, repeatable, and quantifiable improvements.
• • You will leverage your expertise to understand the intricate interdependencies between organizational capabilities across the Medicaid segment, ensuring a cohesive and high-performing operation.
• • A key responsibility will be researching and establishing benchmark data by studying best business practices, both internally and externally, to drive continuous enhancement.
• • You will be tasked with collecting and analyzing process data to initiate, develop, and recommend innovative business practices and procedures.
• • These recommendations will focus on critical areas such as enhancing member safety, increasing operational productivity, and reducing costs, all while maintaining the highest standards of service.
• • Furthermore, you will explore how emerging information technologies can be harnessed to support the re-engineering of business processes, ensuring Humana remains at the forefront of innovation.
• • Your specialization may encompass areas like benchmarking, business process analysis and re-engineering, change management and measurement, and defining process-driven systems requirements.
• • You will make critical decisions that have a significant impact on client relationships and Humana's financial performance, requiring a strategic and data-driven approach.
• • A significant part of your role will be to manage and mentor a team of Leads, who will be responsible for overseeing the day-to-day strategy and operations for each individual Medicaid state within your portfolio.
• • This leadership position demands strong influencing skills, enabling you to effectively communicate and collaborate with stakeholders up to the VP level internally, as well as with clients at all levels.
• • You will be responsible for the overall prioritization of all workstreams within the Medicaid portfolio, ensuring alignment with strategic objectives and resource allocation.
• • A forward-thinking aspect of this role includes making informed decisions regarding future staffing needs within the Health Plan Services (HPS) division to proactively support the anticipated growth of our Medicaid business.
• • This position offers a unique opportunity to contribute to Humana's mission of putting health first by improving the lives of millions of individuals served by our Medicaid programs.
• • You will be a key driver in ensuring that our Medicaid operations are not only efficient and effective but also deeply aligned with the needs and well-being of our members.
• • Your leadership will foster a culture of continuous improvement, innovation, and exceptional customer service within your team and across the broader organization.
• • By analyzing complex data sets and translating them into actionable strategies, you will directly contribute to Humana's success in delivering high-quality, accessible healthcare solutions.
• • This role requires a blend of strategic thinking, operational excellence, and strong people leadership to navigate the complexities of the managed care landscape.
• • You will champion best practices in customer success, ensuring that our Medicaid clients and members receive unparalleled support and value.
• • The Director will play a crucial role in developing and implementing strategic plans, driving the achievement of key goals and objectives, and ultimately improving overall performance within the Medicaid segment.
• • You will provide essential input into the overarching strategy for the Medicaid customer success function, shaping its future direction and impact.
• • This is a remote, nationwide position, offering flexibility while requiring occasional travel for essential training or meetings.
• • The opportunity to work with a leading healthcare organization dedicated to improving health outcomes makes this a truly impactful career move.