Remote Medicare Inbound Contact Operations Leader

Humana Inc; Olympia (WA); À distance; USD 168 000 - 231 000; Plein temps

Résumé du poste

Humana Inc. is seeking an Associate Vice President, Medicare Inbound Contact Operations to lead the strategic and operational management of one of Humana's largest contact center portfolios.

The role oversees internal associates and more than 12,000 contracted staff across dispersed delivery footprints, supporting Individual and Group Medicare, Disenrollment, Member Solutions, chat, and related services. The AVP defines service excellence, builds multi-year roadmaps, and establishes performance

Qualifications

• Bachelor's degree or higher in a relevant field.
• Proven success in defining and executing service excellence strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, and productivity improvements.
• Extensive experience governing outsourced or BPO operations across dispersed delivery models.
• Ability to influence senior leaders in a matrixed, regulated organization.

Responsabilités

• Define service excellence for Medicare inbound operations and translate vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Deliver results across growth, Stars, NPS, customer experience, productivity, digital adoption, and workforce engagement.
• Lead transformation of member contact experience across voice, chat, social, self-service, and emerging channels.
• Own operating rhythms, scorecards, escalation paths, and accountability mechanisms for timely action.
• Lead cost transformation and sustainable productivity while preserving service quality and compliance.

Connaissances

Strategic Thinking

Member-Centered Leadership

Organizational Agility

Executive Presence

Data-Driven Decision Making

Change Leadership

Operational Excellence

Financial Acumen

Talent Development

Formation

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

Description du poste

Humana Inc. is seeking an Associate Vice President, Medicare Inbound Contact Operations to lead the strategic and operational management of one of Humana's largest contact center portfolios.

The role oversees internal associates and more than 12,000 contracted staff across dispersed delivery footprints, supporting Individual and Group Medicare, Disenrollment, Member Solutions, chat, and related services. The AVP defines service excellence, builds multi-year roadmaps, and establishes performance