A Day in the Life: Provider Administration Manager, Humana

Karen Ball is a Provider Administration Manager for the South Florida Network Management team at Humana. Here, she shares her experiences of a typical day in her life on the job.

Working at Humana for nearly five years has proven to be an exciting journey. When I first joined the organization as a Provider Contracting Representative for Medicare Service Operations, in October of 2008, I felt blessed to be part of a company that was so close to my heart. While many people in healthcare view managed care as a “four letter word,” I was an advocate. This was mostly due to the fact that almost 16 years ago, a participating Humana primary care physician helped diagnose my sister with breast cancer for a small lump her previous physician had chosen to watch.

Fast forward to today and Humana is a major part of my life. As a Provider Administration Manager for the South Florida Network Management team, I have had the privilege of being part of Humana’s Hispanic Network Resource Group (HNRG) since its inception. I have also co-chaired the HNRG’s Marketplace Committee since 2010.  In fewer than five years, I have seen the company evolve from both an industry and an inclusion & diversity perspective.   

Our core values – Inspire Health, Cultivate Uniqueness, Pioneer Simplicity, Thrive Together and Rethink Routine – illustrate our commitment to helping people achieve lifelong well-being. For me, these values carry me through the day, in both my professional and personal lives.  

6:30 a.m.: My husband brews the coffee as I wake up and get my three-and-a-half-year-old daughter and myself ready for the day. When my eyes feel stuck together, I chant my mantra “I am a working professional, as well as a Mommy, you can do this.” I scramble after my playful little rascal to get her to daycare in the morning. 

8:30 a.m.: Start my work day by checking for any phone messages as I drive into the office.

9:00 a.m.: Arrive at the office and start my day by greeting my boss and my team, getting brief updates of pressing issues, checking for urgent e-mails & usually touching base with our remote associates via IM or phone. 

10:00 a.m.: Attend a conference call hosted by our VP for statewide network leaders. This call gives the team the opportunity to discuss hospital and physician network updates for the entire state of Florida.  A great example of one of Humana’s values, Thriving Together.

11:00 a.m.: Weekly one-on-ones with some of our team members. Discuss pending network items, growth and development opportunities, upcoming training, and identify areas of the Individual Development Plan that have been accomplished. We strive to Rethink Routine.

12:00 p.m.: Review and sign-off on physician contracts and answer e-mails while some of my colleagues are at lunch and I get a little down time. Sit on the HNRG Orientation call to introduce the HNRG to new potential members and discuss getting involved with the Marketplace Committee. The HNRG is a great way for us to Cultivate Uniqueness.

1:00 p.m.: Meet a colleague for lunch to “catch up” on her new role in our Pharmacy Solutions department. Provide some friendly network feedback from experiences with providers and discuss how the Hispanic and other minority communities can be best served within her new role – and how the NRGs can assist.

2:00 p.m.:  Sit in on a portion of the Network Resource Groups Connect Meeting hosted by Humana’s Director of Inclusion & Diversity to discuss enhancements to Physician Finder and represent the HNRG voice. A great example of Pioneering Simplicity. 

2:30 p.m.:  Check internal newswires for updates on our competitive intelligence, acquisitions and health care reform. Check our internal social media site for my favorite groups and “Like” or comment on interesting posts.

3:00 p.m.: Attend a strategic planning meeting with my team. 

5:00 p.m.: Wrap up pending items, prepare for tomorrow’s calendar of events.

5:30 p.m.: Head over to the gym to teach Zumba for Humana Corporate Fitness members. It’s a great de-stressor and one way I can Inspire Health.