Remote AVP, Medicare Inbound Operations

Humana Inc; Helena (MT); Remote; USD 168,000 - 231,000; Full time

Benefits offered by this job

Bonus incentive plan

Work from home options

Job summary

Humana Inc. is seeking an Associate Vice President of Medicare Inbound Contact Operations to lead a large, complex contact center portfolio across internal and partner teams.

You will drive a multi-year strategy for service excellence, oversee performance across Stars, NPS, and customer experience, and optimize digital and automation initiatives while ensuring regulatory compliance and strong workforce engagement.

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, customer service, healthcare operations, or related environment.
• Proven success defining and executing a service excellence vision and strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, product or service innovation, and productivity improvement.
• Governing outsourced or BPO operations across geographically dispersed models.
• Ability to influence senior leaders and diverse stakeholders in a large, regulated organization.
• Strong financial, workforce planning, data analytics, and risk management capabilities.
• Excellent written and verbal communication and executive presence.
• Commitment to attracting and retaining leadership talent.

Responsibilities

• Define service excellence for Medicare inbound operations and translate vision into a multi-year strategy and measurable outcomes.
• Lead transformation of the member contact experience across voice, chat, social, and self-service channels.
• Balance performance across Stars, NPS, customer experience, productivity, and cost transformation.
• Set operating rhythms, scorecards, escalation paths, and accountability mechanisms.
• Ensure capacity, readiness and business continuity across internal and partner delivery models.
• Oversee an integrated workforce of internal associates and 12,000+ BPO partners.
• Drive cost optimization while maintaining or improving service quality.

Skills

Leadership

Strategic thinking

Stakeholder influence

Executive communication

Financial acumen

Education

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

Job description

Humana Inc. is seeking an Associate Vice President of Medicare Inbound Contact Operations to lead a large, complex contact center portfolio across internal and partner teams.

You will drive a multi-year strategy for service excellence, oversee performance across Stars, NPS, and customer experience, and optimize digital and automation initiatives while ensuring regulatory compliance and strong workforce engagement.