Torrance, CA, United States
Dec 21, 2020
The Consumer Engagement Professional 2 oversees the enrollment, education, engagement, and activation duties for client groups regardless of segment, and for product where warranted. The Consumer Engagement Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.
The Consumer Engagement Professional 2 contributes to business strategy by understanding benefit offerings to ensure enrollment success, identifying member education opportunities to drive maximum utilization of available resources, and directing clients on the use of available resources. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.
Administer internal document system (SharePoint) including updating content and organizing resources to clinical and operational areas.
Develop internal and external customer resources including recording and organizing content to be delivered.
Maintain Enclara's customer facing learning management system (LMS), including daily content edits and addition of new resources.
Internal communication and support with multi-departmental leaders to assess and determine tool and resource delivery and effectiveness.
Partner with marketing department to ensure tools and resources are branded and presented in a way consistent with Enclara's theme and messaging.
Serve on and support document review processes for internal and external resources
Serve as internal resource for CRM system and data reporting.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Highly organized and able to prioritize and re-prioritize based on department and company goals and objectives.
Able to work well with multi-departmental personnel and to prioritize needs based on departmental direction .
Able to communicate effectively, both written and verbal communication.
Education and/or Experience:
Bachelor's degree in adult education or related field, or equivalent work experience required.
Minimum of 2 years' experience working with learning management systems or other complex content delivery systems with complex user interfaces and robust data content.
Healthcare background and/or basic knowledge and familiarity of medical terms, drug/pharmaceutical terms, with clinical dynamics; working knowledge of the hospice model of care preferred.
Experience in document development and writing/editing customer-facing documents.
Experience with performance improvement regarding resource management.
Effective communication and presentation skills
Solid leadership and personal accountability for work and productivity
Health and Life license or in process of pursuing (completion within 30 days of hire)
This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits.
Comprehensive knowledge of Microsoft Word, Excel and PowerPoint
Able to meet deadlines, work with minimum supervision
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Must be proficient in all Microsoft office application (PowerPoint, word, excel, Visio)
Must have experience working with multidimensional software programs with variable user interfaces (Salesforce or CRM, LMS, etc.)
Previous experience with SABA preferred
Previous project management experience
Previous experience in sales
Scheduled Weekly Hours