Program Lead, Patient Service Advisor Program

Program Lead

Become a part of our caring community and help us put health first. The Program Lead will be responsible for managing the Patient Service Advisor (PSA) Program, ensuring its strategic and operational success. The Patient Service Advisor Program consists of in-clinic associates who drive targeted initiatives to enhance patient growth and retention. This role will collaborate with market operations, shared services, and PSAs to develop a strategic roadmap for the program, enhance operations, and drive results. This position offers an exciting opportunity to shape and scale a critical program that directly influences patient outcomes and business growth.

Program Leadership: Lead and manage the Patient Service Advisor program, overseeing all aspects including strategy, development, operations, and performance management.

Program Strategy and Design: Drive the vision for the overall program design, including role planning, incentive structures, PSA development and learning, and the roadmap for future expansion and enhancements.

Strategic Initiatives: In partnership with shared services, design and execute strategies driven by PSAs that achieve organizational and program goals, including optimizing new and existing patient retention, enhancing patient experience, improving patient engagement, and driving in-clinic growth.

Day-to-Day Operations: Manage day-to-day program operations including serving as the main point of contact for questions, researching inquiries and providing guidance to PSAs, driving incremental program enhancements, developing agenda and content for recurring meetings, and ensuring timely follow up on action items.

Cross-Functional Collaboration: Regularly engage with market leadership and key stakeholders to provide updates on progress, ensure effective implementation, discuss challenges and solutions, and share insights and data that demonstrate program impact.

Reporting and Performance Management: Ensure that there are effective reporting tools and performance management processes in place to closely monitor key metrics, establish a feedback loop with PSAs and their leaders, and make data-driven decisions for continuous improvements.

Required Qualifications:

• Bachelor's degree in business, healthcare administration, or a related field.
• 3-5 years of experience in healthcare operations with a focus on program design and management.
• Experience with people management, including building and leading teams.
• Excellent leadership and communication skills, with a proven ability to influence and collaborate with diverse teams and stakeholders.
• Demonstrated success in managing and implementing complex programs aimed at achieving measurable outcomes.
• Proficient in interpreting and translating data into insights to provide strategic recommendations and drive decisions.
• Ability to travel to CenterWell / Conviva Clinics and Leadership Workshops as needed.

Scheduled Weekly Hours: 40

Pay Range: $115,200 - $158,400 per year

This job is eligible for a bonus incentive plan.

Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. 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.

Application Deadline: 09-28-2025

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 creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc., CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company.

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. 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.