Call Center Manager- IFG

Car loan pre-approved offer in minutes — manager perks

The Innovative Financial Group (IFG) Call Center Manager is responsible for overseeing the daily operations of a Medicare-focused contact center, ensuring high-quality service, regulatory compliance, and achievement of performance goals. This role leads a team supporting Medicare Advantage, Part D, and related healthcare programs while driving operational excellence, member satisfaction, and CMS compliance.

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

• 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

Preferred Qualifications

• Managed care or health plan call center background

• Call center workforce management experience

• Lean, Six Sigma, or process improvement experience

Travel:
While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$70,000 - $95,500 per year

This job is eligible for a commission incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries…