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Job description
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 sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
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 range below reflects a good faith estimate of total compensation for full time (40 hours per week) employment at the time of posting. This compensation package includes both base pay and targeted commission pay. The pay range may be higher or lower based on geographic location. Actual earnings will vary based on individual performance, with the base salary and commission structure aligned with company policies and applicable pay transparency requirements.
$70,000 - $142,500 per year
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline:
About us
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our
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Worksite address
boise, ID, 83708, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.