Medicare Call Center Manager

Humana Inc

Topeka (KS)

Remote

USD 70,000 - 143,000

Full time

4 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Humana, Inc. is seeking a Manager for the IFG Agnostic Call Center to lead Medicare call center operations, ensure regulatory compliance, and drive performance. The role emphasizes coaching supervisors, managing KPIs, and coordinating with Compliance and Legal teams.

This leadership position requires active health insurance licensing, CMS knowledge, and the ability to travel quarterly. It involves overseeing enrollment, eligibility, and high-volume customer interactions to improve member

Qualifications

Active Health Insurance License 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.
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 SLAs, KPIs, and productivity targets.
Monitor call volumes, staffing levels, schedules, and escalation processes.
Implement process improvements to increase efficiency and quality.