Director, Provider IVR

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $168k - $231k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Lead 5 direct reports across Product Management, Product Ownership, and Conversational Design • Define and execute enterprise IVR and conversational automation strategy • Lead IVR strategy across Medical, Dental, and other payor platforms • Oversee IBM Watson optimization and modernization initiatives • Improve containment, authentication, routing, and self-service adoption • Partner with Operations, IT, CRM, Digital Product, and vendor partners • Monitor KPIs and provider satisfaction metrics • Enhance provider self-service experiences and contact center efficiency • Increase authentication and containment rates and provider satisfaction • Advance automation technologies • Report to the AVP, Product Management

🎯 Requirements

• Bachelor's degree • 10+ years' experience in IVR, conversational AI, contact center technology, automation, or provider product management • 5+ years of leadership experience • Experience leading enterprise technology and operational initiatives • Experience presenting to Senior leadership • Understanding of agentic solutions and their application preferred • Master's Degree in business, healthcare sciences, or related technologies preferred • Not eligible for work visa sponsorship • Minimum home internet speed of 25 Mbps download and 10 Mbps upload • Dedicated workspace without ongoing interruptions to protect member PHI / HIPAA information

🏖️ Benefits

• Bonus incentive plan based on company and/or individual performance • Medical, dental, and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Personal wellness and smart healthcare decision support • Occasional travel to Humana offices for training or meetings may be required