Responsible for identifying, designing and modifying business processes in the Account Services department of Group Service Operations. Supports Humana's business goals of service quality and cost effectiveness by re-engineering process models and supervising their implementation and continuous improvement. • Responsible for observing, researching, analyzing, defining, and implementing process improvements. • Ensures that all departments and resources work together to turn our strategy into reality keeping Humana competitive in the marketplace.• Engages, influences, leads, collaborates, and negotiates with cross functional teams by gathering multiple views and being open to diverse perspectives, focusing on reducing or eliminating complaints of key stakeholders. • Develops and strengthens networks and builds relationships with leaders and teams that support company performance.• Inspires new thinking and creative approaches by listening, clarifying scope, ascertaining root cause, prioritizing key deliverables, and defining success. • Uses information, communication, and influence to collaborate and implement recommendations that add value to Humana's overall success.• Designs solutions to control or eliminate pain points for customers' current and future needs and follows-up to ensure solutions exceed expectations. • Anticipates and constructively resolves barriers and constraints. • Embraces change, applies new knowledge and reconfigures quickly to capitalize on opportunities.• Listens and communicates our strategy with respect and empathy towards others. • Builds trusting relationships through accountability and integrity in actions.• Excellent verbal and written communication skills.