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Humana is seeking a Member Support Manager (MSM) to join the Inclusa team to serve members in the Wisconsin Family Care (FC) program. The MSM position has the primary responsibility for managing the work of Member Experience colleagues in the assigned location or region and ensure that services are delivered in a manner that demonstrates Commonunity® and the Family Care program values of access, choice, quality, and cost effectiveness. Additionally, this leadership role will focus on program implementation, quality assurance, as well as internal and external relationships with colleagues, county governments, and service providers.

• Mentor, support, and supervise the work of Health and Wellness Coordinators (RNs) and Community Resource Coordinators to ensure a positive member experience and the implementation of Commonunity® principles.

• Coordinate effective assignment of members, matching member needs to strengths of IDT.

• Serve as a resource to clarify process to IDT when addressing programmatic, member, and colleague specific challenges.

• Support team in applying critical thinking in a member focused strength-based approach.

• Facilitate unit meetings that promote learning, engagement, team building, and a positive work culture.

• Maintain exceptional customer service standards, analyzing and resolving quality and customer service problems, identifying trends, and recommend solutions and system improvements.

• Assist in the development and implementation of procedures and policies to enhance the efficiency and accuracy of the department processes.

• Establish strategic goals; identifying and evaluating trends and options; choosing a course of action; defining objectives; evaluating outcomes.

• Analyze reports to identify trends, address training needs, enhance proficiency and quality of practices.

• Generate reports to monitor timelines, service utilization, and other indicators of compliance and a positive member experience.

• Engage, educate and develop community partners.

• Support Inclusa's Employment Model, ensuring colleagues meet professional standards and expectations and experience a healthy work-life blend.

• Engage colleagues in creative and collaborative thinking that leads to innovative solutions.

• Empower and support autonomy of colleagues in achieving their goals and objectives.

• Create effective teams by assisting with recruiting, selecting, orienting, and training colleagues.

• Travel is required and eligible for mileage reimbursement.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in a Human Service or other related field OR be a Registered Nurse licensed in the state of Wisconsin.

• One (1) year of leadership experience in the human services field OR three (3) years of experience working in the Family Care program.

Preferred Qualifications

• Leadership experience within the last five (5) years.

Additional Information

• Workstyle: This is a hybrid home position where employees primarily work from their home office, occasionally using company office space for collaboration and face-to-face needs.

• Work Location: must reside in Wisconsin or bordering state (Minnesota, Iowa, Illinois, or Michigan)

• Travel: up to 20% travel required for in-person meetings and/or provider meetings throughout Wisconsin.

• Typical Work Days/Hours: Monday - Friday, 8:00 am - 4:30 pm CST

WAH Requirements

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.

• Satellite, cellular and microwave connection can be used only if approved by leadership.

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Driving

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.

TB

This role is considered patient facing and is part of Humana's Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.

HireVue

As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

SSN Alert

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.

Inclusa manages the provision of a person-centered and community-focused approach to long-term care services and support to Family Care members across the state of Wisconsin. As a values-based organization devoted to building vibrant and inclusive communities, Inclusa deploys a unique approach to managed care with a trademarked model of support named Commonunity® which focuses on the belief in everyone, and from that belief, the common good for all is achieved. In 2022, Inclusa was acquired by Humana. This partnership will allow us to create a model of care that provides industry-leading support for members across the health care continuum.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$76,800 - $105,800 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

About Inclusa: Inclusa manages the provision of a person-centered and community-focused approach to long-term care services and support to Family Care members across the state of Wisconsin. As a values-based organization devoted to building vibrant and inclusive communities, Inclusa deploys a unique approach to managed care with a trademarked model of support named Commonunity® which focuses on the belief in everyone, and from that belief, the common good for all is achieved. In 2022, Inclusa was acquired by Humana. This partnership will allow us to create a model of care that provides industry-leading support for members across the health care continuum.About Humana: Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers, and our company. Through our Humana insurance services, and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.