Role: Go365 Business Analyst – Community Manager Assignment: Go365/GBO Digital Location: WAH, Chicago, Green Bay
Healthcare isn’t just about health anymore. It’s about caring for family, friends, finances, and personal life goals. It’s about living life fully. At Humana, we want to help people everywhere, including our associates, lead their best lives. We support our associates to be happier, healthier, and more productive in their professional and personal lives. We encourage our people to build relationships that inspire, support, and challenge them. We promote lifelong well-being by giving our associates fresh perspective, new insights, and exciting opportunities to grow their careers. At Humana, we’re seeking innovative people who want to make positive changes in their lives, the lives of our members, and the healthcare industry as a whole.
Assignment Capsule Be a part of Service Operations – build a more positive member experience through the use of social community care for members of group business, Go365, and Medicare.
Go365 and GBO are seeking a Business Analyst to contribute to Humana's business strategy by managing our member-facing online social support sites as well as assisting with and developing action plans to transform the consumer experience to be more predictive, efficient, and engaging. You will work closely with Service Operations, Product, Member Engagement, and National Education associates.
Manage the day to day operation of the Go365 Community, the Go365 Community for Medicare, and the Humana Support Community.
Coordinate and implement updates and improvements to the social communities
Develop strategy for member engagement within the support communities.
Work with Humana’s marketing/engagement teams to develop, create, and update content for the community spaces
Manage and moderate the Go65 Buzz Group
Train and supervise Community Moderators
Manage and assess quality assurance of Community Moderators
Develop and facilitate trainings, huddles, and presentations for Go365 and GBO Customer Care Specialists and vendor support regarding our social support communities
Analyze and report community usage data and member sentiment
Assist with Voice of the Customer data analysis and improvement plans
Develop and facilitate trainings, huddles, and coaching pilots for Go365 Level 2 Customer Care Specialists and vendor support when knowledge gaps are identified
Act as the service operations delegate and subject matter expert on process, software, marketing, and product projects to ensure that operational needs are met and that a positive member experience is prioritized
Work with National Education to update training materials and Mentor resources for accuracy following program or software updates
Research best practices and software trends used in the wellness and technology industry
High School diploma
Previous experience with social media
Intermediate Proficiency in all Microsoft Office Programs, e.g. Word, PowerPoint, Excel, Visio, etc.
Capacity to work independently in support of the department
Ability to drive effective collaboration and high functionality in teams
Customer-focused and a creative problem-solver
Excellent organizational and prioritization skills
Ability to synthesize complex information into easily understandable written, verbal, or visual content tailored to meet the needs and interests of various audiences
Previous experience with coordinating and leading projects and tasks
Associate or Bachelor’s Degree in Business, Healthcare Administration or related fields
Demonstrated capability with coaching and talent development
Experience with presentation and program development Reporting Relationships
You will report to a Marketing Manager. This area is under the leadership of the SVP and Chief Marketing Officer.
At Humana, we’re also committed to making the resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. We know your well-being is important to you, and it’s important to us too. If you share our passion for helping people, we likely have the right place for you at Humana.
Title: Go365 Business Analyst – Community Manager
Other Locations: US-WI-Green Bay
Requisition ID: 190741
Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. We also provide free language interpreter services. See our full accessibility rights information and language options.