Provider Experience Advocate Data Analyst - Oklahoma City OK

Profile

Description

Humana is excited to announce the opening of a brand new contact center in Oklahoma City, OK! Humana has been awarded a contract to support the Oklahoma Medicaid population with its Healthy Horizons of Oklahoma statewide Medicaid program, and we need amazing individuals to join Humana in supporting OK Medicaid providers.

The new Humana contact centers are located just west of downtown Oklahoma City near I-40, at 7725 W. Reno Ave, Suite 370, Oklahoma City, OK 73127. These exciting new positions can be done in the comfort of our home for those residing in the state of Oklahoma. Training is virtual or Work at Home (WAH) as well for the first 8 weeks of employment. Humana is looking to have the entire team ready to support Oklahoma Medicaid providers starting mid-late summer.

The Provider Experience Advocate Data Analyst will analysis data gathered from the voice of the providers to provide insight to assist in improving provider experience. This individual will utilize multiple methods to analysis data from Provider Net Promotor Score (NPSt) which includes call listening, provider outreach, and insight and best practice identification. This role is vital to ensure Humana provides the best provider experience possible for the Oklahoma market.

Responsibilities

What we need your help with:


Data analysis of Provider Net Promotor Score (NPSt)
Identify trends and insights from the data
Analyze the VOC transcripts and results for opportunities and issue resolution
Track and trend associate and Humana opportunities and issue resolution
Collect insights from call listening sessions
Create VOC improvement plans for agent opportunities
Utilize enterprise reporting on First Call Resolution, Top 500 providers, etc. to gain additional insights and opportunities
Identify opportunities to improve provider self-service and potentially outreach for education
Root cause resolution/outbound call to resolve frequently called about medical claims


COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUTION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications


Bachelor's degree or equivalent years of experience in a similar role
Demonstrated experience with analyzing data and acting accordingly
1 years of customer service experience
1-2 years of formal or informal leadership experience
Proficiency in all Microsoft Office Programs including Word, PowerPoint, Excel, and Access
Prior experience with interpreting assignments and understand department strategy
Demonstrated ability to multi-task, including use of multiple computer applications simultaneously
Prior experience working in a fast pace environment successfully meeting goals and effectively communicating to all levels of leadership.
Must currently reside in the state of Oklahoma


Work at Home Requirements


Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.
A dedicated work space without ongoing interruptions to protect member PHI / HIPAA information.


What you need to be STAND OUT among the crowd! : Preferred Qualifications


Prior experience in healthcare industry
Previous Call center experience


Additional Information


Training Hours - Training will start day one of employment and run the first 8 weeks with a schedule of 8:00 am - 4:30 pm CST . Attendance is vital for success so no time off is allowed during training.
#OKMedicaid #ThriveTogether #WorkAtHome


Scheduled Weekly Hours

40

Company info

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