Group Medicare Consumer Engagement Professional

Become a part of our caring community

The Consumer Engagement Professional contributes to business strategy by understanding benefit offerings to ensure enrollment success, identifying member education opportunities to drive maximum utilization of available resources, and directing clients on the use of available resources. Understand department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receive guidance where needed.

Follow established guidelines/procedures. This role directly represents Humana to our clients and members in multiple important areas.

• Oversee proper and timely responses are being sent back to group or broker from operational partners, including specific member level escalations, as needed

• Determine areas of member engagement across block of business

• Support Stars Activation by weaving relevant content into all member engagement opportunities

• Develop health and wellness articles for clients that require it for social media, newsletters, etc.

• Push out communication updates to clients that highlight clinical, wellness and other plan administration updates

• Plan, coordinate and implement member-facing events by working with multiple different areas

• Arrange meeting locations (find, contract, secure and pay for reservation of venue, content, staffing, giveaways, and additional supplies for Bringing Humana to You events

• Conduct seminar training meetings prior to Open Enrollment meetings to support staff who will be in attendance

• Develop and maintain relationships with customers at appropriate levels of their organization

• Deepen broker, Union, and Association contacts and develop relationships

• Act as liaison between Humana, customer and internal partners

• Attend client and broker/consultant conference calls or in person meetings

• Assist with the tracking of Performance Guarantee deliverables and collaborate with the Account Executive on delivering Performance Guarantees to clients, as needed.

• Be a resource for additional ad-hoc reporting requests from client, broker or Account Executive

• Provide Go365 wellness reporting on clients who require this

• Record Brain sharks for clients to post on their websites for members to view pre-recorded Open Enrollment meetings

• Attend and participate in retiree association or union meetings

• Research and formulate the Group Medicare Proactive Care Strategy communication pieces and related information are shared with clients, while also developing an outgoing message notice to each client to make the information relevant to their ongoing communication strategy

• Conduct Bringing Humana to You events and track meeting feedback (different meeting type than open enrollment activities)

• Work directly with Communications Consultant on PowerPoint materials and member-facing materials for engagement events and Open Enrollment Activities

• Monitor and suggest feedback for custom client websites

The Consumer Engagement Professional is responsible for:

• Set strategy meeting with AM and Communications Consultant (CC)

• Works to secure meeting locations including venue contracting (if locations are not provided by the group)

• Securing projector and screen

• Arrive at location at least 1 hour prior to meeting

• Familiarize yourself with the plan information (ex. Copays, coinsurance, deductible, etc.)

• Coordinate with Communication Consultant on enrollment materials and flyers (i.e. will they be mailed directly to the facility or will the CEP bring with them)

• Coordinate with local Market Point representative if assistance is needed

• Deliver the approved presentation and meeting with retirees as necessary

• Report meeting attendance and information to the AE, client and Communication Consultant.

• Solid leadership and personal accountability for work and productivity

• Health and Life license or in process of pursuing (completion within 30 days of hire)

• This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits.

• Comprehensive knowledge of Microsoft Word, Excel and Power Point

• Able to meet deadlines, work with minimum supervision

• Must be able to adapt under pressure (public/in front of members, internal, etc.)

• Strong presentation, speaking and meeting facilitation skills

• Must be able to multi-task and manage a variety of different group dynamics

• Strong written and oral communication skills

• Maintain a high level of professionalism

• Communication/customer service & collaborating skills are crucial since serving/interacting with numerous internal HUM client areas

• Ability to travel, including flying and driving (extensive in the fall during Open Enrollment months of August through November)

• Previous project management…