Remote AVP, Medicare Inbound Operations

Humana Inc; Boise (ID); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Bonus incentive plan

Remote work possible

Job summary

Humana Inc. seeks an Associate Vice President of Medicare Inbound Contact Operations to lead one of the company's largest contact center portfolios across multiple channels and partner networks.

The AVP will drive a multi-year strategy, optimize performance, and deliver a simpler, more consistent member experience. The role balances strategic vision with disciplined execution, overseeing budgets, workforce planning, and transformation across internal and external delivery models, while ensuring

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.
• Proven ability to define and execute a service excellence vision for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, and productivity improvements.
• Experience governing outsourced or BPO operations across global delivery models.
• Excellent written and verbal communication, executive presence, and ability to influence senior leaders.

Responsibilities

• Define service excellence for Medicare inbound operations and translate vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Lead transformation of the member contact experience across voice, chat, social, self-service, and emerging channels.
• Own a balanced performance framework spanning service, quality, compliance, member experience, Stars, NPS, productivity, cost, digital adoption, and associate engagement.
• Lead cost transformation and sustainable productivity improvement while protecting service quality, compliance, workforce health, and the member experience.
• Ensure capacity, readiness, and business continuity across internal, nearshore, offshore, and other partner delivery models.
• Provide executive oversight for more than 12,000 BPO associates, ensuring external operations function as an integrated extension of the Medicare inbound contact organization.

Skills

Leadership experience

Strategic planning

Stakeholder management

Operational leadership

Financial acumen

Executive presence

Education

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

Job description

Humana Inc. seeks an Associate Vice President of Medicare Inbound Contact Operations to lead one of the company's largest contact center portfolios across multiple channels and partner networks.

The AVP will drive a multi-year strategy, optimize performance, and deliver a simpler, more consistent member experience. The role balances strategic vision with disciplined execution, overseeing budgets, workforce planning, and transformation across internal and external delivery models, while ensuring