Remote Medicare Call Center Manager

Humana Inc; Cheyenne (WY); Remote; USD 70,000 - 143,000; Full time

Job summary

Humana Inc. seeks a Manager, IFG Agnostic Call Center to lead the Medicare call center operations handling inbound health plan inquiries. You will ensure service levels, drive process improvements, and maintain compliance with CMS and HIPAA guidelines.

You will coach supervisors, manage KPIs, and coordinate with cross-functional teams during open enrollment and peak periods. Travel quarterly may be required while maintaining a remote-enabled workflow.

Qualifications

• Active health insurance license and leadership in a healthcare call center.
• Experience with Medicare (Medicare Advantage, Part D) and CMS rules.
• Track record of managing KPIs, quality programs, and high-volume operations.

Responsibilities

• Lead day-to-day Medicare call center operations including inbound calls.
• Ensure SLAs, KPIs, and productivity targets are met.
• Mentor supervisors and drive performance reviews and coaching.
• Collaborate with Compliance, Legal, Enrollment, Claims, IT, and Care Management.

Skills

Health insurance license

Call center leadership

Medicare experience

CMS regulations knowledge

KPIs & quality programs

Travel readiness

Education

Bachelor's degree or equivalent experience

Job description

Humana Inc. seeks a Manager, IFG Agnostic Call Center to lead the Medicare call center operations handling inbound health plan inquiries. You will ensure service levels, drive process improvements, and maintain compliance with CMS and HIPAA guidelines.

You will coach supervisors, manage KPIs, and coordinate with cross-functional teams during open enrollment and peak periods. Travel quarterly may be required while maintaining a remote-enabled workflow.