Senior Director, Patient & Provider Service Operations

Humana Inc; Austin (TX); Remote; USD 104,000 - 143,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement plan

Paid time off

Job summary

Humana Inc. is seeking an Associate Director of Service Operations to build and lead patient and provider service across phone and digital channels.

You will own service quality, timeliness, and escalation, shaping the operating model and workforce practices for a differentiated experience. This remote role requires launching or transforming a regulated health service function, with strong emphasis on KPIs, governance, and cross-functional collaboration with product, technology, and external

Qualifications

• Bachelor’s degree or equivalent progressive experience in contact center, patient services, provider services, hub services, specialty pharmacy, PBM, or healthcare operations.
• 5+ years of people leadership experience, including leadership of leaders or large, multi-channel service teams.
• Demonstrated experience managing contact center KPIs, workforce management, quality, coaching, escalations, complaints, and service recovery.
• Experience launching or transforming a contact center, patient support program, healthcare service function, or omnichannel operation.
• Strong knowledge of regulated healthcare interactions, documentation, privacy, approved communications, and operational controls.
• Strong executive communication, cross-functional influence, and data-driven decision-making skills.

Responsibilities

• Build and lead the service operations model across channels, staffing, and standards.
• Partner with Implementation on requirements, testing, training readiness, cutover, go-live, and hypercare.
• Translate needs into scripts, guidance, and routing with measurable service expectations.
• Establish launch staffing, nesting, proficiency, contingency, and escalation plans.
• Lead patient and provider support across voice and digital channels, case follow-up, education, refill coordination, status updates, and service recovery.
• Own service level, speed to answer, abandonment, first-contact resolution, and customer satisfaction metrics.
• Implement real-time management routines for queue balancing, schedule adherence, and backlog control.
• Use data to reduce effort, prevent avoidable contacts, and strengthen trust with patients and providers.
• Recruit, develop, and retain managers and frontline staff as the organization scales.
• Coordinate with Workforce Management on forecasting, staffing, scheduling, and capacity scenarios.

Skills

People leadership

KPI management

Healthcare operations

Omnichannel support

Executive communication

Education

Bachelor’s degree or equivalent

Job description

Humana Inc. is seeking an Associate Director of Service Operations to build and lead patient and provider service across phone and digital channels.

You will own service quality, timeliness, and escalation, shaping the operating model and workforce practices for a differentiated experience. This remote role requires launching or transforming a regulated health service function, with strong emphasis on KPIs, governance, and cross-functional collaboration with product, technology, and external