Executive Leader, Medicare Inbound Contact Operations

Humana Inc; Atlanta (GA); À distance; USD 168 000 - 231 000; Plein temps

Résumé du poste

Humana Inc. in the United States is seeking an Associate Vice President (AVP) for Medicare Inbound Contact Operations to lead a large, complex contact center portfolio and partner network across internal teams and external BPO resources.

You will define service excellence, set the operating roadmap, and drive performance across Stars, NPS, cost, and digital adoption, while ensuring regulatory compliance and superior member experience through multi-channel channels.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.
• 10+ years of progressive leadership experience in contact center operations or healthcare operations.
• Experience defining and executing a service excellence vision for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, and productivity improvement.
• Governing outsourced or BPO operations across dispersed global delivery models.
• Ability to influence senior leaders and diverse stakeholders in a regulated organization.
• Strong financial, workforce, planning, data analytics, process improvement, and risk management skills.
• Excellent written and verbal communication, executive presence, and strategic-tactical execution ability.
• Commitment to mentoring, developing, and retaining leadership talent.

Responsabilités

• Define service excellence for Medicare inbound operations and translate into a multi-year strategy, roadmap, investments, and outcomes.
• Deliver results on Stars, call quality, NPS, customer experience, productivity, and digital advancement.
• Lead transformation of member contact experience across voice, chat, social, self-service, and emerging channels.
• Partner with lines of business to identify reusable capabilities and simplify member journeys.
• Balance performance data with member insights to drive timely action and continuous improvement.
• Own operating rhythms, scorecards, escalation paths, and accountability mechanisms.

Connaissances

Leadership experience

Strategic thinking

Digital transformation

Financial acumen

Formation

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

Description du poste

Humana Inc. in the United States is seeking an Associate Vice President (AVP) for Medicare Inbound Contact Operations to lead a large, complex contact center portfolio and partner network across internal teams and external BPO resources.

You will define service excellence, set the operating roadmap, and drive performance across Stars, NPS, cost, and digital adoption, while ensuring regulatory compliance and superior member experience through multi-channel channels.