Process Improvement Professional 2

Become a part of our caring community The Process Improvement Professional 2 is responsible for driving process adherence, operational performance, and continuous improvement across clinical referral workflows. This role partners closely with referral supervisors, market teams, analytics partners, and program leadership to monitor performance trends, manage reporting needs, support tactical initiatives, and ensure referral processes meet defined service-level expectations. The position plays a key role in advancing clinical referral excellence by using data, operational insights, and structured action planning to improve process consistency, market performance, and team outcomes. This role establishes operational priorities, and develops standardized processes and practices to support clinical operational effectiveness. Aligns operational processes with organizational goals, regulatory requirements, and industry best practices to ensure efficiency, quality, and sustainability in operations and service.This role will report to the Program Delivery Lead. Key Responsibilities Drive adherence to current-state referral processes and provide proactive operational support to ensure workflow consistency. Partner with analytics teams to manage referral data dashboards, reporting tools, and performance tracking resources. Provide data and reporting requirements based on market needs, operational priorities, and discussions led by the Program Delivery Lead. Coordinate dashboard updates, enhancements, and changes while tracking timelines and progress through completion. Monitor referral-related process KPIs and support initiatives that improve clinical referral excellence. Track weekly market trends to identify markets or teams experiencing decreased performance. Develop tactical action plans to support market performance improvement and address operational gaps. Report weekly progress on tactical team performance, outcomes, and action plan status. Create next-step plans for upcoming tactical team projects, initiatives, or market deployments. Lead bi-weekly Referral Supervisor meetings to review process adherence, performance trends, challenges, and success measures. Conduct ad hoc one-on-one meetings with Referral Supervisors as needed to support execution, accountability, and issue resolution. Develop action plans when service-level agreements are not being met and track progress toward resolution. Complete HR and Workday-related tasks for the tactical team, as assigned. Use your skills to make an impact Required Qualifications Experience supporting healthcare, clinical operations, referral management, program operations, or related business functions. Strong understanding of operational process management, performance monitoring, and workflow adherence. Ability to interpret data, identify trends, and translate insights into actionable plans. Experience working with dashboards, reporting tools, analytics partners, or operational performance metrics. Strong communication and meeting facilitation skills. Ability to collaborate with cross-functional teams, including supervisors, market leaders, analytics teams, and program leadership. Strong organizational skills with the ability to manage multiple priorities, timelines, and deliverables. Experience developing action plans to address performance gaps or missed SLAs. Preferred Qualifications Understanding Gated vs Non-Gated Referral Processes Healthcare referral operations experience. Experience working with clinical teams or care coordination processes. Familiarity with Workday or similar HR systems. Experience managing tactical project deployments or market-level operational initiatives. Experience leading supervisor meetings, performance reviews, or operational huddles. Strong analytical skills with experience using KPI reporting to drive process improvement. Additional Information Work at Home 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 required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. 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. $65,000 - $88,600 per year This 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. About us About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being. About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com. ​ 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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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. --- Questions: -

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- Have you ever worked for Humana Inc. and/or its affiliates and subsidiaries (collectively “Humana”) before as an Associate, Intern, or Contractor/Temporary Worker? - Yes - No - Are you legally authorized to work in the United States? - Yes - No - Will you now or in the future require immigration sponsorship by our company to attain or maintain your employment eligibility (e.g., H-1B, E-3, TN, 0-1, STEM OPT, or any immigration work authorization requiring a written submission from the company to a government agency)? - Yes - No - Do you reside in the location for this job posting or within commutable distance? - Yes - No - What are your salary expectations for this job? - Please explain your reason for leaving your current or last position. - Have you ever been employed by the Federal Government, a contractor (including subsidiaries, parents, and affiliates) that performed work for the Defense Health Agency – DHA, served in the Military, and/or were a Political Appointee?