Humana Director of Customer Success - Group Medicare in Tulsa, Oklahoma
The Director of Customer Success will play a key role in partnering with the Group Medicare Segment in overseeing Clinical and Pharmacy Solutions (CPS) performance within the Segment. This person will be accountable for increasing meaningful product adoption across all clinical product portfolios. This is an exciting opportunity to join Humana’s rapidly growing clinical product and customer success organization. This role will have strategic oversight and will be the driver of identifying and optimizing all CPS opportunities within the Segment.The Customer could mean members, providers, caregivers, care teams, or brokers depending on the context. Partners could mean Humana segments, markets, providers, or vendors depending on the context. Clinical products include but are not limited to Virtual Care, Behavioral Health, Utilization Management, Care Management, Care Delivery, and Pharmacy.This role will have the accountability to identify Group Medicare innovation needs and to elevate successes and gaps to the relevant Clinical Product Managers and/or CPS leaders. If you can drive complex initiatives at a fast pace and are known for your incredible leadership and execution skills, we can’t wait to meet you.
The Director Customer Success will own and manage relationships within all parts of the Segment to fully understand how clinical products contribute to the Group Medicare strategic and financial goals. You will be accountable for the product uptake of the segment. This role will have direct influence with Product and Segment leaders at Humana, as well as external entities such as Employer Groups, Brokers, Consultants, and Provider Practices.
Impact of the Role
Results delivered by this leader have a direct impact on clinical and member experiences
Results have a direct impact on ability to achieve trend savings
Contributes to Segment outcomes
Financial accountability to drive CPS product growth in the Group Medicare segment
Become embedded with the Segment to allow for a deep understanding of needs and close relationships with Segment leaders
Identify needs and take accountability to be a strategic conduit in both directions: Identify needs in the Segment and elevate them to CPS; Based on identified needs and success criteria, recommend or customize the most relevant CPS offerings from the full portfolio for the Segment
Collaborate with product leaders on launch, trend and Test & Learns
Meet regularly with aligned Segment Leaders to identify clinical/quality/financial needs and share best practices
Meet regularly with Clinical Product Managers and Service Line Leaders to understand CPS product portfolio and communicate emerging market and division needs
Accountable for influencing the success of strategic product launches & adoption in the Segment
Collaborate with cross-functional teams to drive meaningful adoption and performance of the clinical product portfolio across the Segment. Clinical products include but are not limited to Virtual Care, Behavioral Health, Utilization Management, Care Management, Care Delivery, and Pharmacy
Provide ongoing support to build and cultivate partner trust
Facilitate issue resolution between Markets in the Segment and CPS
Work effectively with the following functions and related roles: Division/Market/Segment Leaders, Clinical Product Leaders, other Customer Success Partners, and CPS Operational Leaders
Primary Measures of Success
Alignment and adoption of CPS products in the Segment line of business
Product uptake (percentage of eligible members actively using the product)
Market/line of business satisfaction (360-degree feedback)
Group Medicare experience or exposure
Healthcare experience, either in the managed care or provider spaces.
Ability to drive significant transformation
Solid track record of driving meaningful adoption for products/programs that achieved clinical and financial outcomes
Experience working in cross-functional, matrixed environment and ability to lead through influence
Competence working on very large and most complex assignments
Strong ability to drive cross-functional teams to alignment in the midst of ambiguity
Ability to adapt quickly and juggle multiple competing priorities in a fast-paced environment
Strong verbal and written communication skills with the ability to comfortably and effectively communicate with a variety of business leaders from operators, to physicians, to management
Both quantitative and qualitative analysis experience, with the ability to drive to trend identification and actionable insights
Travel up to 50%
This position can be remote, preference will be given to candidates residing in Central or Eastern time zone
Group Medicare experience strongly preferred
10+ years’ experience in a combination of strategic account management, sales, product management or general management
Experience with Health technology products
Experience in establishing Customer Success function
Track record of driving clinical product adoption
Creative, articulate professional who can help introduce, develop and promote new business ideas into the Commercial Segment
Strong interpersonal skills; demonstrated ability to work collaboratively with a wide range of individuals at all levels
Scheduled Weekly Hours
Mission: At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms –when and where they need it. Our employees are at the heart of making this happen and that’s why we are dedicated to building an organization of dynamic talent whose experience and passion center on putting the customer first.
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