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Humana Business Health Consumer Operations Lead in Metairie, Louisiana


The Consumer Service Operations Lead is responsible for the daily activities across multiple service functions area. The Consumer Service Operations Lead works on problems of diverse scope and complexity ranging from moderate to substantial.


The Consumer Service Operations Lead may perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Advises executives to develop functional strategies (often segment specific) on matters of significance. Exercises independent judgment and decision making on complex issues regarding job duties and related tasks, and works under minimal supervision, Uses independent judgment requiring analysis of variable factors and determining the best course of action.

Required Qualifications

  • Minimum 8 years service operations experience, with 3 of the years working in a managed health insurance environment

  • 2 or more years of project/program leadership experience

  • Ability to manage multiple or competing priorities and work in a very fast-paced environment

  • Strong written and verbal communication skills

  • Comprehensive knowledge of Microsoft Office Suite to include Word, Excel, PowerPoint, Visio, with strong emphasis on data analysis, slide creation and ability to use project management modalities

  • Investigative and problem solving skills

  • Organizational skills and an ability to manage multiple, shifting priorities, and meet deadlines in a fast paced environment

  • Demonstrated ability to generate and champion innovative strategies with leadership

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Additional Requirements:

Work Style: Remote work at home

Location: Must reside in Alabama, Florida, Georgia, Louisiana, Mississippi, North Carolina, South Carolin

Hours: 40 hour work week Monday through Friday between the hours of 9-5:30 PM Eastern Time. May require additional time as business needs demand.

Travel: 5% but not more than 10%

Preferred Qualifications

  • Bachelor's Degree

  • PMP or Lean Six

  • Deep understanding of and cross functional experience within health insurance plan business

  • Management Consulting background

  • Proven effectiveness in operating within a matrix organization

  • Bilingual Language in both English and Spanish - Language Proficiency Assessment will be performed to test fluency in reading, writing and speaking in both languages.

Additional Information

In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring activities. This position may be subject to temporary work at home requirements for an indefinite period of time. These requirements include access to:

Upon Interview

  • A personal computing device with a camera, a minimum internet connection speed of 10m x 1m,

  • A dedicated secure home workspace for interview or work purposes.

Upon Hire

  • Minimum internet hardwired internet speed of 10m x 1m, (Satellite, Wireless and or Hot Spot service are prohibited)

  • A dedicated secure home workspace for interview or work purposes.

  • Equipment will be provided for home office use

Humana continues to monitor the situation, and will adjust service levels as the corona virus situation evolves. The following changes are temporary and will be evaluated frequently with the goal of returning to normal operations as soon as possible. Your Talent Acquisition representative will advise on the latest recommendations to protect your health and well-being during the hiring process.

Interview Format

As part of our hiring process for this opportunity, we will be using a technology called Montage Voice which allows us to quickly connect and gain valuable information from you about your relevant experience.

If you are selected for a phone screen you will receive an email inviting you to participate in a Montage Voice interview. During this call you will be asked a set of questions pertaining to this particular role and you will provide recorded responses. The entire process takes about 15-20 minutes and can be done at your convenience. Your responses will be reviewed and you will be informed if you were selected for an in person or video interview, depending on your location.

Scheduled Weekly Hours