Senior Pharmacy CX Professional

🕒 July 24

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CenterWell Senior Primary Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

CenterWell Senior Primary Care is a healthcare provider focused on delivering personalized primary care to senior citizens. The company emphasizes a comprehensive and holistic approach to healthcare, addressing the physical, social, and emotional needs of older adults. As part of its service offerings, CenterWell includes home health services and pharmacy support to complement its senior primary care. The organization is committed to offering stability, inclusive benefits, and career growth opportunities for its employees while maintaining a culture of mutual respect and mindfulness. CenterWell is a brand under the larger healthcare entity, Humana.

📋 Description

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources • Summarize quantitative and qualitative data into applicable insights and themes • Partner with Operations, Product, Legal, Technology, and other teams to interpret insights, identify causes, and resolve systemic experience issues • Translate enterprise strategy into execution-level insights and improvement recommendations • Present recommendations through compelling storytelling to senior leadership and operational audiences • Provide expertise on consumer experience risks, trends, and improvement opportunities • Provide daily work direction, prioritization guidance, and subject-matter support to CX Professional II team members • Coordinate work activities and review deliverables for alignment, quality, consistency, and development • Support prioritized end-to-end customer journey improvement projects • Partner with operational, clinical, access, service, and communication teams to address experience friction points • Identify upstream drivers and downstream impacts of experience issues • Help prioritize improvement opportunities based on customer impact, feasibility, and enterprise goals • Track improvement activities, outcomes, and patient experience impact • Support daily use of patient experience platforms and tools, including reporting, data quality management, and insight generation • Provide feedback on vendor tool effectiveness, limitations, and improvement opportunities • Collaborate across Pharmacy and the CenterWell enterprise to identify cross-journey and cross-business issues • Contribute to integrated insight analyses highlighting handoff, coordination, and systemic gaps • Facilitate agreement across teams by framing insights for shared understanding and action • Coach teams on experience data, metrics, and journey perspectives • Report to the Consumer Experience Lead

🎯 Requirements

• 5+ years of experience in consumer operations, consumer experience, or a related discipline • Experience analyzing and summarizing consumer or patient experience data, including NPS, CAHPS, HOS, or other voice-of-the-customer sources • Ability to partner and influence across Operations, Product, Legal, Technology, and other teams without direct authority • Ability to interpret assignments, understand departmental strategy, and translate direction into execution • Experience working and making sound decisions • Demonstrated experience contributing to an organization focused on continuous improvement of consumer experience • Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information • Self-provided home internet with at least 25 Mbps download and 10 Mbps upload speed • Occasional travel to Humana offices for training or meetings may be required

🏖️ Benefits

• Bonus incentive plan based upon company and/or individual performance • Medical benefits • Dental benefits • Vision benefits • 401(k) retirement savings plan • Paid time off • Company holidays • Personal holidays • Paid parental leave • Paid caregiver leave • Short-term disability • Long-term disability • Life insurance • Other whole-person well-being and wellness opportunities • Remote work arrangement • Dedicated work space and internet requirements support for home working