AVP Product Management - Integrated Care Delivery

AVP Product Management - Integrated Care Delivery

Location: Pittsburgh, PA, United States

Posted on: Aug 31, 2022

Profile

We believe the integration of CenterWell Primary Care, Home Health and Pharmacy in a local market will lead to improved health outcomes, increased customer satisfaction, and a decrease in the total cost of care while also building additional profit pools for the enterprise. Through our internal analyses, we demonstrated that we can create more value through integration of our care and health plan assets than focusing on the plan alone. Specifically, the company could achieve 2-4x direct margin growth through our integrated care delivery strategy nationally than Plan only economics. We'll begin to test into the flywheel strategy in two key markets across MA, Pharmacy, Home, and Primary Care.

Responsibilities

1. This role is accountable for the cross-asset CenterWell product and patient experience to enable the integrated model in our initial pilot markets.
2. This leader will be a product, patient experience, and design leader and will be a peer to key market leaders across Humana and CenterWell to find ways to grow, optimize, and tailor our cross-asset patient experience.
3. Beginning with patient/member segmentation and a clear picture of the patient journey, this leader will coordinate a small team to build new care delivery prototypes leveraging Home, Pharmacy, and Primary Care assets to exceed patient needs.
4. This leader will bring strong technical skills to bear as we invest to improve information flow and design state of the art experiences that improve clinical outcomes and help patients achieve their best health.
5. He/She will play a critical role in influencing senior leadership on the future-state patient experience strategy, as well as the expert to understanding patient experience trends, gaps and opportunities.
6. This leader will direct patient and operational coordination across channels, touchpoints, and platforms, using strategic tools such as archetypes, journey mapping, digital prototype development, and product management frameworks.
7. This leader will manage the product backlog for future state products as the scope of Flywheel expands over the next 2-3 years into additional markets.
8. This leader must deeply understand the consumer experience, using data and analytics to contextualize and prioritize experience gaps and opportunities, and measure through NPS and member/patient retention for growth.
9. This role will partner with process owners to align on shared goals, and use consumer design methodology to build use cases to test and implement.
10. He/She will also use feedback loops and metrics to continually improve experiences over time, pairing quantifiable user data with customer feedback, and partnering with analytics, marketing, IT, finance, and operations to drive implementation and changes.
11. The responsibilities of the role include independent decision making and collaboration across enterprise product and process teams, as well as segment and market leaders.
12. The ideal candidate will also understand the build, measure, learn and test and learn framework, how to manage a program learning agendas, and have financial and/or operational experience across Primary Care, Medicare Advantage, Pharmacy, or Home.

Required Qualifications:

1. Minimum of 5-7 years of experience as a product leader at an executive level.
2. Minimum 7 years of experience managing large scale, strategic projects and cross functional teams.
3. Understanding of consumer experience tools, framework, methodologies.
4. Curiosity of continually looking for improvements and innovative, new solutions.
5. Ability to influence and drive change across large, matrix organization.
6. Understanding of customer analytics, with angle toward root cause identification and interdependencies.
7. Connect across the segment and enterprise to leverage and maximize Humana's strengths and capabilities to improve the experience.
8. Viewed as partner and advocate with other process and operational leaders.
9. Make decisions and set own agenda for delivering on outcomes, and articulate barriers and challenges and create strategic scenarios for analysis and discussion.

Additional Information:

Remote work opportunity with opportunities to work from an office as needed. Monthly travel to market offices.

Scheduled Weekly Hours: 40

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.