AVP, Medicare Inbound Operations

Humana Inc; Montpelier (VT); Remote; USD 168,000 - 231,000; Full time

Job summary

Humana Inc. seeks a transformational leader for the Associate Vice President, Medicare Inbound Contact Operations, overseeing a vast, multi-site portfolio including internal and external partner associates.

You will define service excellence, set strategy, and drive performance across voice, chat, and digital channels to improve member experiences. The role requires guiding a matrixed organization, managing budgets and workforce planning, and partnering across functions to optimize cost,

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.

Responsibilities

• Define service excellence for Medicare inbound operations and translate vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Lead large-scale Medicare inbound operations across Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related services.
• Own a balanced performance framework spanning service, quality, compliance, member experience, Stars, NPS, productivity, cost, digital adoption, and engagement.
• Set operating rhythms, scorecards, escalation paths, and accountability mechanisms that translate performance data into timely actions.
• Lead cost transformation and sustainable productivity improvements while protecting service quality and compliance.

Skills

Leadership

Operations leadership

Strategic thinking

Transformation

BPO governance

Executive influence

Financial planning

Data analytics

Communication skills

Education

Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline

Job description

Humana Inc. seeks a transformational leader for the Associate Vice President, Medicare Inbound Contact Operations, overseeing a vast, multi-site portfolio including internal and external partner associates.

You will define service excellence, set strategy, and drive performance across voice, chat, and digital channels to improve member experiences. The role requires guiding a matrixed organization, managing budgets and workforce planning, and partnering across functions to optimize cost,