Become a part of our caring community The Consumer Engagement Professional 1 Professional oversees the enrollment, education, engagement, and activation duties for Humana’s Primary Care Organization. The Consumer Engagement Professional contributes to business strategy by understanding benefit offerings to ensure enrollment success, identifying member education opportunities to drive maximum utilization of available resources, and directing patients on the use of available resources. Individual will learn how to utilize their knowledge of the concepts/standards, regulations, strategies, and operating standards to best find success in this role. Makes decisions regarding own work approach/priorities and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation. Responsibilities: - Collaborate with patients to identify health challenges and identify gaps in care - Educate patients on benefit offerings, schedule first appointment visits and confirm contact information - Follow up with patients to ensure satisfaction and success with elected benefits resulting in patient retention - Other duties as assigned Use your skills to make an impact Required Qualifications - Customer service experience. Ability to connect meaningfully with customers to build emotional engagement and customer advocacy - Possess a strong attention to detail, sound critical thinking and follow up skills - Must be passionate about contributing to an organization focused on continuously improving consumer experiences - Proficient in Microsoft Outlook, Word and Excel Preferred Qualifications - Bachelor's degree in Business or related field or comparable experience and background - Prior experience in a Sales or Sales Support position - Understanding of value-based primary care and/or Medicare Advantage - Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance. Additional Information Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Scheduled Weekly Hours 40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $48,900 - $66,200 per year Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. 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: 04-19-2026 About us 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 is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.​ 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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

As a Senior Onboarding Coordinator, you will handle all aspects of getting a new customer live with Lavu’s product offering. You will use industry and hospitality experience to delight our customers as you guide them through the implementation process and be their single source of truth during the onboarding ramp period. You will work cross-functionally with internal partners and department heads to ensure our customers' successful integration into the Lavu family. You will become an expert at using our product and at showing our customers how to use it, making sure customers are live at their requested date and reducing churn by ensuring they are fully prepared to use the software. Responsibilities: - Single point of contact responsible for all communication between Lavu and the customer during the product onboarding process, from the close of the initial sale to go-live and handoff to Account Management. - Develop, execute and lead a project plan specific to the client, ensuring deadlines are met - Multi-task and manage a large portfolio of diverse merchants with different software and hardware requirements - Understand business priorities and how to prioritize customers based on their stage in the process - Develop an expert knowledge of Lavu’s product offering and be able to offer insight and entry level support as needed - Advocate on behalf of the customer, bringing a “Customer First” approach to the Onboarding Process - Advise on configurations and upsell customers on hardware and additional software - Work closely with our Sales, Payments, Fulfillment and Account Management teams to help facilitate a seamless onboarding experience. Qualifications: - At least 2 years of customer service experience, with hospitality experience preferred - At least 1 year of experience in the project management space, or equivalent experience - Restaurant POS experience is a plus, but not required. - Experience with HubSpot preferred but not required - Embraces and is an ambassador of Lavu's culture. - Committed to professional development including soft skills, product knowledge, integrations and industry knowledge. Working conditions This role is open to highly qualified remote candidates working EST 8am-5pm/9am-6pm. This is an independent contractor, remote role. The compensation for this role is $9-$11USD hourly, dependent on experience. This role is office based, meaning if remote, a suitable space that allows for uninterrupted work is required. This role requires customer facing interaction including scheduled meetings using Video and Phone Conferencing tools. Hardware required: laptop, headset, stable internet connection, iPad. Physical requirements Job requires sitting, typing, and talking for long periods of time on both phone and video conferences.

• Deliver Client Training & Onboarding • Serve as a software expert across all EZFacility products, guiding new clients through the critical first months of implementation. • Assess each client's goals and business needs; develop customized training plans that ensure they are set up for success. • Conduct live (Zoom-based) training sessions for both basic and advanced software usage, adapting your approach to each client's technical comfort level. • Collaborate with Sales and Account Management to ensure onboarding is completed on schedule and aligned with client timelines. • Demonstrate patience and professionalism when working with clients to resolve outstanding questions or issues. • Make product recommendations based on clients' overall business objectives and act on opportunities to enhance their experience. • Build a Scalable Self-Guided Onboarding Program • Design and implement structured self-guided onboarding tracks tailored to different customer segments and use cases. • Develop a scalable library of learning resources including short training videos, step-by-step tutorials, self-guided courses, and knowledge base articles. • Create learning paths for new customer onboarding, advanced product usage, and new feature releases. • Reduce reliance on live training sessions by replacing feature walkthroughs with high-quality digital content. • Implement Digital Adoption & Learning Tools • Own and optimize our digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help experiences. • Implement and manage a Learning Management System (LMS) for structured, trackable training delivery. • Design guided product walkthroughs that help users learn the platform in the flow of their work. • Integrate AI into Customer Education • Evaluate and implement AI tools to accelerate content creation, enhance knowledge search, and personalize the learning experience. • Develop AI-assisted training resources that help customers find answers faster and reduce support ticket volume. • Stay current on emerging AI tools relevant to customer education and recommend adoption where beneficial. • Collaborate Cross-Functionally • Partner with Customer Success, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time-to-value. • Work closely with the Training Team Lead to coordinate onboarding activities and share best practices. • Leverage Salesforce to track client training progress, document feedback, and streamline training initiatives. • Evaluate and document client feedback for the product development team's review. • Ensure all education content aligns with current product capabilities and best practices. • Measure & Continuously Improve • Track key metrics including onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours. • Brainstorm and execute client engagement and retention initiatives such as video tutorials, webinars, and user guides. • Continuously refine learning programs based on data, customer feedback, and evolving product capabilities.

Organizational Setting The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind. The Division of Agrifood Systems and Food Safety (ESF) at FAO provides strategic leadership to drive agrifood system transformation by supporting FAO HQ, decentralized offices, Members and partners in taking a systems approach to policy, programmes and projects, including through normative products, methods and tools; documentation and collective learning of systems approaches; and support for implementation at the national and subnational level. It also works to deliver on the FAO Strategic Priorities for Food Safety within the FAO Strategic Framework 2022-2031, including through the Joint FAO/WHO Scientific Advice Programme and support to the strengthening of national food control systems. The Agrifood Systems Transformation Unit (TU) in FAO’s ESF Division works to advance the adoption of a systems approach to agrifood systems transformation. Monitoring systems change (i.e. agrifood transformation) is an essential part of a systems approach. In the context of dynamic and interconnected agrifood systems, it enables implementers and partners see if agrifood systems are actually changing in the desirable direction, thereby supporting learning, adaptive management, accountability, and effective decision-making. Monitoring systems change provides early and actionable insights into how policies, programmes, and investments are influencing how systems function and are configured well before ultimate outcomes and impacts become visible. Systems learning processes are likewise essential to ensure what is learned through monitoring leads to adaptation and improvement of actions being undertaken in policy and practice. Reporting Lines The Specialist will report directly to the ESF Director. Technical Focus This role will provide technical support or leadership on the design, development, and operationalization of approaches to monitor the adoption of a systems approach and systems change, and associated processes of adaptation through learning, for the Agrifood Systems Transformation Unit. This includes supporting methodological design, providing technical backstopping and quality assurance, convening and facilitating learning processes, and ensuring alignment with institutional results and reporting frameworks. In addition, the role will act as the technical focal point for internal and external partnerships and engagements on monitoring systems change. Through this call for expression of interest, ESF aims at identifying specialists with experience in these areas of work, who will be endorsed on the roster. Tasks and responsibilities Design, monitoring and learning • In collaboration with project teams, design and implement approaches for monitoring the adoption of a systems approach and systems change into the TU’s ongoing and new work. This includes the selection, adaptation and operationalization of relevant methods and tools, providing technical backstopping and quality assurance throughout implementation of work to project teams and preparing reports on tested methods. • Establish and facilitate learning processes with implementing teams and partners in which data from monitoring efforts are used and interpreted to surface relevant insights and inform adaptive action during implementation • Ensure alignment and complementarity between systems change monitoring efforts and institutionally required results and reporting frameworks. Partnerships on monitoring systems change • Act as a technical focal point on the topic of monitoring systems change towards internal and external partners. • Identify and engage with relevant technical partners, practitioners and experts that are active on this topic, and contribute to shaping longer-term partnerships and engagements including internal coordination on this topic. • Contribute to the design, delivery and follow-up of expert consultations, reference groups, technical exchanges and learning and capacity building events on monitoring systems change. • Be informed about relevant work undertaken by internal and external partners, synthesizing insights and emerging practices to inform FAO’s own work. • Identify and develop opportunities for joint experimentation, testing and learning on monitoring systems change, with a view to advancing practical application and collective learning in collaboration with partners. Documentation and communication • Document insights, lessons and emerging practices from the application of monitoring systems change and related learning and adaptation processes. In close collaboration with Office of Communications (OCC) branches and appropriate Communication focal points, the incumbent will: • In collaboration with the senior communications expert and other team members, contribute to the development of stories of change, case studies and other products that illustrate the process of systems change over time based on data collected focused on monitoring systems change FAO Standards and guidelines: Liaison with OCC will be maintained, either directly or through an agreed focal point/coordinator, to ensure compliance with OCC standards, aligned messaging, and appropriate review and clearance processes. All communication materials will follow FAO clearance processes and comply with FAO standards, including: FAO Strategic Framework 2022-31: https://www.fao.org/strategic-framework/en FAO social media policy and guidelines: https://www.fao.org/2/socialmedia Social Media Branding Guidelines: https://openknowledge.fao.org/handle/20.500.14283/cb5044en FAOSTYLE(https://openknowledge.fao.org/handle/20.500.14283/cb8081en FAO terminology http://www.fao.org/faoterm FAO Names Of Countries https://www.fao.org/nocs/en Story guidelines, Story template, UN map standards, FAO logo policy and related branding guidelines (available to staff). Further guidance regarding FAO communications, policies and procedures can be found through the FAO intranet, OCC section. • Prepare clear and accessible technical notes, briefs and other (knowledge) products for different audiences demonstrating the value of monitoring systems change for different purposes CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING Minimum Requirements • For Consultants: Advanced university degree from an institution recognized by the International Association of Universities (IAU)/UNESCO in public policy, public administration, social science, political science, international development, economics, sociology, data science, or another relevant field. Consultants with a bachelor's degree need two additional years of relevant professional experience. • For PSAs: University degree (or technical degree/certificate) from an institution recognized by the International Association of Universities (IAU)/UNESCO in public policy, public administration, social science, political science, international development, economics, sociology, data science, or another relevant field • At least 5 years of relevant experience working on complex programme, systems-level or policy monitoring, learning or evaluation using qualitative research methods with a systems lens. • Working knowledge (level C) of English. FAO Core Competencies • Results Focus • Teamwork • Communication • Building Effective Relationships • Knowledge Sharing and Continuous Improvement Technical/Functional Skills • Experience with setting up and implementing monitoring frameworks in project and/or policy contexts with a systems lens • Knowledge and experience with applying learning processes in project and/or policy contexts with a systems lens • Deep understanding of a systems approach in agrifood systems contexts Selection Criteria • Degree and extent of demonstrated experience in monitoring and/or evaluation and learning in programme and/or policy contexts with a systems lens • Degree and extent of depth of methodological expertise on monitoring, learning and/or evaluation of systems change. • Degree and extent of familiarity and experience of working on agrifood systems with a systems approach • Degree and extent of country-level experience of monitoring systems change • Knowledge of a second FAO language, in particular Spanish or French, is considered an asset. • Previous experience of engagement with international issues and organizations and/or working in the development sector/ UN system.