Senior Pharmacy CX Professional

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and evaluate patient experience feedback, including transactional and relationship NPS, CAHPS, HOS, and various voice-of-the-customer inputs.

• Distill quantitative and qualitative information into actionable insights and themes.

• Collaborate with Operations, Product, Legal, Technology, and additional teams to analyze insights, determine root causes, and address systemic experience challenges.

• Convert enterprise strategy into practical insights and improvement suggestions.

• Deliver recommendations through engaging storytelling to senior leadership and operational stakeholders.

• Offer expertise on consumer experience risks, trends, and areas for enhancement.

• Provide daily work direction, prioritization support, and subject-matter guidance to CX Professional II team members.

• Organize work activities and assess deliverables for alignment, quality, consistency, and development.

• Assist in prioritized end-to-end customer journey improvement initiatives.

• Collaborate with operational, clinical, access, service, and communication teams to tackle experience friction points.

• Identify upstream causes and downstream effects of experience challenges.

• Aid in prioritizing improvement opportunities based on customer impact, feasibility, and enterprise objectives.

• Monitor improvement activities, results, and the impact on patient experience.

• Support the daily utilization of patient experience platforms and tools, including reporting, data quality management, and generation of insights.

• Provide feedback regarding the effectiveness, limitations, and improvement possibilities of vendor tools.

• Work collaboratively across Pharmacy and the CenterWell enterprise to uncover cross-journey and cross-business issues.

• Contribute to integrated insight analyses that highlight handoff, coordination, and systemic gaps.

• Facilitate consensus among teams by framing insights for a common understanding and action.

• Mentor teams on experience data, metrics, and journey perspectives.

• Report directly to the Consumer Experience Lead.

⛳️ Requirements

• A minimum of 5 years of experience in consumer operations, consumer experience, or a related field.

• Proven experience in analyzing and summarizing consumer or patient experience data, including NPS, CAHPS, HOS, or other voice-of-the-customer sources.

• Ability to collaborate and influence across Operations, Product, Legal, Technology, and other teams without direct authority.

• Capability to interpret assignments, grasp departmental strategy, and translate directions into execution.

• Experience in decision-making while working in a fast-paced environment.

• Demonstrated experience contributing to an organization committed to continuous improvement of consumer experience.

• Ability to work from a designated space without continuous interruptions to safeguard member PHI/HIPAA information.

• Self-provided home internet connection with a minimum of 25 Mbps download and 10 Mbps upload speed.

• Occasional travel to Humana offices for training or meetings may be necessary.

🏝️ Benefits

• Bonus incentive plan based on company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Additional whole-person well-being and wellness opportunities.

• Remote work arrangement.

• Support for dedicated work space and internet requirements for home working.