Manager, IFG Agnostic Call Center

** Become a part of our caring community*
* The Manager, IFG Agnostic Call Center conducts selling activities related to inbound calls inquiring about individual health plan products. The Manager, IFG Agnostic Call Center works within specific guidelines and procedures; applies advanced technical knowledge to solve moderately complex problems; receives assignments in the form of objectives and determines approach, resources, schedules and goals.

** Key Responsibilities*
* ** Call Center Operations*
* + Manage day-to-day operations of the Medicare call center, including inbound, outbound, enrollment, eligibility, claims, and benefits inquiries

+ Ensure adherence to service level agreements (SLAs), KPIs, and productivity targets

+ Monitor call volumes, staffing levels, schedules, and escalation processes

+ Implement process improvements to increase efficiency and quality

** Medicare & Regulatory Compliance*
* + Ensure full compliance with CMS guidelines, Medicare regulations, HIPAA, and company policies

+ Support CMS audits, internal audits, and compliance reviews

+ Maintain documentation and workflows aligned to Medicare Advantage and Part D requirements

+ Partner with Compliance and Legal teams to address regulatory updates

** Leadership & Staff Development*
* + Lead, coach, and mentor supervisors, team leads, and call center agents

+ Conduct performance reviews, goal setting, and corrective action when needed

+ Identify training needs and collaborate with Training teams to enhance Medicare knowledge and customer service skills

+ Foster a culture of accountability, engagement, and continuous improvement

** Quality & Member Experience*
* + Monitor quality assurance results and drive action plans for improvement

+ Address member complaints, grievances, and escalations promptly and professionally

+ Focus on improving CAHPS, STAR Ratings, and overall member satisfaction

+ Ensure consistent delivery of accurate, empathetic, and compliant member interactions

** Reporting & Performance Management*
* + Analyze call center metrics including AHT, FCR, CSAT, adherence, and utilization

+ Prepare and present performance reports to senior leadership

+ Use data to identify trends, risks, and opportunities for operational improvement

** Cross‑Functional Collaboration*
* + Partner with Enrollment, Claims, Care Management, IT, and Provider Services

+ Support open enrollment and other peak periods with staffing and workflow planning

+ Participate in system enhancements, implementations, and process redesigns

** Use your skills to make an impact*
* ** Required Qualifications*
* + Active Health Insurance License

+ 2+ years of call center leadership experience in healthcare

+ 2+ years of Medicare (Medicare Advantage, Part D, or CMS-regulated environment) experience

+ Strong knowledge of CMS regulations, HIPAA, and Medicare compliance standards

+ Proven experience managing KPIs, quality programs, and high-volume operations

+ May require extended hours during Open Enrollment Period (OEP/AEP)

+ Position will require quarterly travel

** Preferred Qualifications*
* + Experience supporting STAR Ratings, CAHPS, or HEDIS initiatives

+ Bachelor's degree or equivalent experience

+ Managed care or health plan call center background

+ Call center workforce management experience

+ Lean, Six Sigma, or process improvement experience

Work at Home Requirements:
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be…