Humana Associate Director Workforce & Process Optimization in Las Vegas, Nevada
The Associate Director, Workforce Management applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Associate Director, Workforce Management requires a solid understanding of how organization capabilities interrelate across department(s).
The Associate Director, Workforce Management will lead a combined team of Workforce Management and Process Improvement Associates supporting Humana's Clinical Operations, Humana Government Business, Retail Market Utilization Management and Group Business Call Center organizations. The leader assesses organizational staffing and identifies requirements and solutions to meet workforce objectives. Provides analysis of talent and staffing needs based on strategic planning at the enterprise level. Decisions are typically related to identifying and resolving complex technical and operational problems within department(s), and could lead multiple managers or highly specialized professional associates. Leader drive process improvement initiatives with a team of associates improving operational efficiency, member / provider experience and clinical member outcomes.
Bachelor's Degree or equivalent experience
5 or more years of Workforce Management experience
Experience designing & implementing new WFM services and tools
Experience with WFM products (Verint, Aspect, Genesys, etc.)
3 or more year of Process Improvement experience
2 or more years of management experience
Experience improving operational performance measures (quality, associate / customer experience, productivity, etc.)
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Excellent written and oral communication skills
Strong analysis, critical thinking, and analytical problem solving skills
Ability to handle multiple tasks and deadlines with attention to detail
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Prior experience in Process or Project Management
Six Sigma Green or Black Belt
Experience in Healthcare, Health Insurance, Clinical Operations
Experience with autodialer management, implementation, campaign design & tools (Avay, Five9, Genesys, etc.)
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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