Manager, IFG Agnostic Call Center

Humana Inc; Boise (ID); Remote; USD 70,000 - 143,000; Full time

Benefits offered by this job

Medical, dental & vision benefits

401(k) retirement savings plan

Job summary

Humana Inc. seeks a Manager for the IFG Agnostic Call Center to lead Medicare call center operations, ensuring SLAs, KPIs, and quality while maintaining CMS/HIPAA compliance.

The role requires 2+ years in healthcare call center leadership, Medicare experience, and quarterly travel. Open enrollment hours may extend; remote work with periodic travel to Humana offices is possible. 40 hours weekly with a strong focus on member experience.

Qualifications

• Active Health Insurance License.
• 2+ years of call center leadership experience in healthcare.
• 2+ years of Medicare (Medicare Advantage, Part D, or CMS-regulated environment) experience.
• Strong knowledge of CMS regulations, HIPAA, and Medicare compliance standards.
• Proven experience managing KPIs, quality programs, and high-volume operations.
• May require extended hours during Open Enrollment Period (OEP/AEP).
• Position will require quarterly travel.

Responsibilities

• Manage day-to-day operations of the Medicare call center, including inbound, outbound, enrollment, eligibility, claims, and benefits inquiries.
• Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets.
• Monitor call volumes, staffing levels, schedules, and escalation processes.
• Implement process improvements to increase efficiency and quality.
• Lead, coach, and mentor supervisors, team leads, and call center agents.
• Conduct performance reviews, goal setting, and corrective action when needed.
• Identify training needs and collaborate with Training teams to enhance Medicare knowledge and customer service skills.
• Foster a culture of accountability, engagement, and continuous improvement.
• Monitor quality assurance results and drive action plans for improvement.
• Address member complaints, grievances, and escalations promptly and professionally.
• Focus on improving CAHPS, STAR Ratings, and overall member satisfaction.
• Ensure consistent delivery of accurate, empathetic, and compliant member interactions.
• Analyze call center metrics including AHT, FCR, CSAT, adherence, and utilization.
• Prepare and present performance reports to senior leadership.
• Use data to identify trends, risks, and opportunities for operational improvement.
• Partner with Enrollment, Claims, Care Management, IT, and Provider Services.
• Support open enrollment and other peak periods with staffing and workflow planning.
• Participate in system enhancements, implementations, and process redesigns.

Skills

Healthcare leadership

CMS knowledge

KPIs & quality

Open enrollment availability

Travel readiness

Communication skills

Education

Bachelor's degree or equivalent experience

Job description

Become a part of our caring community

The Manager, IFG Agnostic Call Center conducts selling activities related to inbound calls inquiring about individual health plan products. The Manager, IFG Agnostic Call Center works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.

Key Responsibilities

Call Center Operations

• Manage day-to-day operations of the Medicare call center, including inbound, outbound, enrollment, eligibility, claims, and benefits inquiries

• Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets

• Monitor call volumes, staffing levels, schedules, and escalation processes

• Implement process improvements to increase efficiency and quality

Medicare & Regulatory Compliance

• Ensure full compliance with CMS guidelines, Medicare regulations, HIPAA, and company policies

• Support CMS audits, internal audits, and compliance reviews

• Maintain documentation and workflows aligned to Medicare Advantage and Part D requirements

• Partner with Compliance and Legal teams to address regulatory updates

Leadership & Staff Development

• Lead, coach, and mentor supervisors, team leads, and call center agents

• Conduct performance reviews, goal setting, and corrective action when needed

• Identify training needs and collaborate with Training teams to enhance Medicare knowledge and customer service skills

• Foster a culture of accountability, engagement, and continuous improvement

Quality & Member Experience

• Monitor quality assurance results and drive action plans for improvement

• Address member complaints, grievances, and escalations promptly and professionally

• Focus on improving CAHPS, STAR Ratings, and overall member satisfaction

• Ensure consistent delivery of accurate, empathetic, and compliant member interactions

Reporting & Performance Management

• Analyze call center metrics including AHT, FCR, CSAT, adherence, and utilization

• Prepare and present performance reports to senior leadership

• Use data to identify trends, risks, and opportunities for operational improvement

Cross-Functional Collaboration

• Partner with Enrollment, Claims, Care Management, IT, and Provider Services

• Support open enrollment and other peak periods with staffing and workflow planning

• Participate in system enhancements, implementations, and process redesigns

Use your skills to make an impact

Required Qualifications

• Active Health Insurance License

• 2+ years of call center leadership experience in healthcare

• 2+ years of Medicare (Medicare Advantage, Part D, or CMS-regulated environment) experience

• Strong knowledge of CMS regulations, HIPAA, and Medicare compliance standards

• Proven experience managing KPIs, quality programs, and high-volume operations

• May require extended hours during Open Enrollment Period (OEP/AEP)

• Position will require quarterly travel

Preferred Qualifications

• Experience supporting STAR Ratings, CAHPS, or HEDIS initiatives

• Bachelor's degree or equivalent experience

• Managed care or health plan call center background

• Call center workforce management experience

• Lean, Six Sigma, or process improvement experience

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA 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 range below reflects a good faith estimate of total compensation for full time (40 hours per week) employment at the time of posting. This compensation package includes both base pay and targeted commission pay. The pay range may be higher or lower based on geographic location. Actual earnings will vary based on individual performance, with the base salary and commission structure aligned with company policies and applicable pay transparency requirements.

$70,000 - $142,500 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 10-01-2026

About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.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.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.