Executive Leader, Medicare Inbound Operations

Humana Inc

Lincoln (NE)

Remote

USD 168,000 - 231,000

Full time

5 days ago

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Job summary

Humana Inc. is seeking an Associate Vice President of Medicare Inbound Contact Operations to lead a large, complex contact center portfolio spanning Individual and Group Medicare, Disenrollment, Member Solutions, chat, and related services across multiple channels.

You will define service excellence, set a multi‑year strategy and operating roadmap, drive transformation of the member experience, and ensure balanced outcomes across Stars, NPS, productivity and cost while coordinating a global

Qualifications

Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or related.
10+ years of progressive leadership in contact center operations or healthcare operations.
Experience defining service excellence strategy for large-scale, multi-site operations.
Experience leading transformation, digital and automated capabilities.
Governing outsourced or BPO operations across dispersed delivery models.
Ability to influence senior leaders in a large, regulated organization.
Strong financial, workforce, data analytics, process improvement, and risk management capabilities.
Excellent written and verbal communication; executive presence.

Responsibilities

Define service excellence strategy and multi-year roadmap for Medicare inbound operations.
Lead large-scale Medicare inbound operations across multiple programs.
Set operating rhythms, scorecards, escalation paths, and accountability.
Lead cost transformation while maintaining service quality.
Ensure capacity, readiness, and business continuity across delivery models.
Partner with cross-functional leaders to optimize resources.