Member Services Lead

Job Overview

The Member Services Lead ensures optimized interaction between the company and members. The role addresses problems of moderate to substantial scope and complexity, leveraging voice of the customer, root cause analysis, member experience design, and the elimination and recognition of friction points. The Lead identifies automation and optimization opportunities, empowers others to voice improvement ideas, and advises executives on segment‑specific functional strategies.

Leads complex, variable‑factor decisions with minimal supervision. Uses analytical and program evaluation skills to develop and launch company initiatives. Develops and implements functional strategies that improve consumer experiences.

• Must reside in the state of Illinois.
• Bachelor’s degree or comparable related experience.
• 8 or more years of consumer operations experience.
• 2 or more years of project leadership experience.
• Deep understanding of developing functional strategies.
• Experience in identifying optimization and automation solutions to launch initiatives.
• Experience with analytics, including program evaluation and optimization.
• Strategic thinking and planning capabilities; organized and detail‑oriented.
• Passionate about contributing to continuous improvement of consumer experiences.

• Graduate degree preferred.
• History of Clinical Program Valuation preferred.
• Knowledge of Humana’s internal policies, procedures, and systems.

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

$104,000 – $143,000 per year. The compensation range may vary based on geographic location and individual pay will vary based on demonstrated job‑related skills, knowledge, experience, education, and certifications. This job is eligible for a bonus incentive plan based on company and/or individual performance.

Humana offers competitive benefits that support whole‑person well‑being. Benefits include medical, dental, and vision coverage; a 401(k) retirement savings plan; paid time off, including holidays and volunteer time; paid parental and caregiver leave; short‑term and long‑term disability; life insurance; and additional opportunities. Remote employees receive bi‑weekly payments for internet expense in certain states and are provided telephone equipment and a dedicated workspace that protects PHI/HIPAA information.

Humana does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or protected veteran status. Humana takes affirmative action and employs individuals with disabilities or protected veteran status in compliance with Section 503 of the Rehabilitation Act and VEVRAA. All employment decisions are based on valid job requirements.