Content Marketing Manager

• Handle escalated claims files that have complex contents or additional living expense damages.
• Conduct a thorough coverage investigation of the loss and ensure the policy was applied correctly.
• Use advanced video technology to collaborate with onsite vendors to identify damages and write a contents damage estimate from a virtual setting.
• Communicate empathetically with customers and help them through their claim process in a fast, fair, and easy manner.
• Negotiate claim settlements with customers in accordance with business unit standard methodologies.
• Coordinate with structure adjusters to ensure holistic handling of the claim file.
• Use data and analytics to tell a story and influence decision making.

Property Adjuster – Coordinated Contents

• Supports the onboarding, execution, and lifecycle management of Citigold digital knowledge content.
• Owns and maintains knowledge articles that serve as the authoritative record of truth for how to execute processes and service Citigold clients.
• Coordinates the creation, review, update, and decommissioning of knowledge content in partnership with cross‑functional teams.
• Executes content onboarding efforts for new articles and major updates, working closely with management and cross‑functional teams.
• Reviews, edits, and publishes knowledge content to ensure accuracy, execution clarity, usability for the frontline, and adherence to established standards and templates.
• Applies a structured change management approach to content updates driven by product launches, policy changes, process enhancements, and field feedback.
• Executes within established governance frameworks while partnering with leadership on prioritization and escalation of risks or issues.
• Produces reporting and metrics on content status, review cycles, backlog, and change throughput for leadership visibility.
• Supports audits, exams, and issue remediation efforts related to knowledge content as a coordinator and subject matter resource.

Senior Knowledge Content Analyst, Assistant Vice President

• Participates in the development and maintenance of detailed and specialized clinical content
• Applies advanced clinical experience and knowledge of statistics, and research principles when evaluating and interpreting scientific literature
• Couples clinical experience with synthesis of evidence to determine appropriate, meaningful inclusion of new information in clinical decision support databases
• Assesses and mitigates risks of drug therapy and clinical decision support
• Responsible for creating and revising high quality drug information
• Participates in creation of rules and value sets as well as maintenance of and mapping to standard terminologies
• Conducts peer review of content development
• Maintains external expert consultant relationships to facilitate qualification and synthesis of content

Senior Clinical Content Consultant – Pharmacist, Autoimmune and Inflammatory Diseases

• Define, create and manage content for IVA and IVR experiences
• Create content strategies and collaborate on information architecture, systems of words, content types and voice and tone
• Collaborate with other UX experts on content organization, navigation, site maps and information architecture
• Audit and inventory content to identify gaps in quality, compliance, standards and branding
• Refine conversational content based on user feedback, analytics and testing
• Maintain Humana digital content guidelines, standards, tools and processes

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Property Adjuster – Coordinated Contents

Senior Knowledge Content Analyst, Assistant Vice President

Senior Clinical Content Consultant – Pharmacist, Autoimmune and Inflammatory Diseases

Senior Content Designer – Conversational