Author is Humana’s answer to patients’ expectation that healthcare coverage is made better – more understandable, more accessible, less of an enigma – when the insurer takes an advocacy approach. Backed by extensive consumer research, Author meets members where they are now to answer questions and resolve problems, but then takes it one step further.
Author is a member’s health coach, guiding them through the ever-evolving menagerie of benefits, requirements, and nuances that define the patient<-->payer experience. As the associate experience product design (AXD) manager, I lead the team responsible for collaboratively solutioning the enterprise CRM that provides member-facing associates the 360-degree profile insights they need to make every interaction a success.
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