Medicare Call Center Lead — Remote Operations & Compliance

Humana; Frankfort (KY); Remote; USD 70,000 - 143,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Job summary

Humana is seeking a Manager for the IFG Agnostic Call Center to oversee Medicare inbound and outbound calls, enrollments, and member inquiries. You will lead supervisors and agents, ensuring quality, regulatory compliance, and strong performance against SLAs.

Responsibilities include driving process improvements, coaching staff, and collaborating with Compliance and Legal teams on CMS updates. Open enrollments may require extended hours and quarterly travel.

Qualifications

• Active health insurance license is required.
• 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.

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.

Skills

Call center leadership

Medicare experience

CMS regulations

KPI management

Active health insurance license

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

Humana is seeking a Manager for the IFG Agnostic Call Center to oversee Medicare inbound and outbound calls, enrollments, and member inquiries. You will lead supervisors and agents, ensuring quality, regulatory compliance, and strong performance against SLAs.

Responsibilities include driving process improvements, coaching staff, and collaborating with Compliance and Legal teams on CMS updates. Open enrollments may require extended hours and quarterly travel.