Manager, Agnostic Call Center

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $70k - $142.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Manage day-to-day operations of the Medicare call center, including inbound, outbound, enrollment, eligibility, claims, and benefits inquiries • Ensure adherence to SLAs, KPIs, and productivity targets • Monitor call volumes, staffing levels, schedules, and escalation processes • Implement process improvements to increase efficiency and quality • Ensure 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 on regulatory updates • Lead, coach, and mentor supervisors, team leads, and call center agents • Conduct performance reviews, goal setting, and corrective action • Identify training needs and collaborate with Training teams • Foster accountability, engagement, and continuous improvement • Monitor quality assurance results and drive improvement action plans • Address member complaints, grievances, and escalations • Improve CAHPS, STAR Ratings, and member satisfaction • Ensure accurate, empathetic, and compliant member interactions • Analyze AHT, FCR, CSAT, adherence, and utilization metrics • Prepare and present performance reports to senior leadership • Identify trends, risks, and operational improvement opportunities • Partner with Enrollment, Claims, Care Management, IT, and Provider Services • Support open enrollment and peak periods with staffing and workflow planning • Participate in system enhancements, implementations, and process redesigns

🎯 Requirements

• 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 • Bachelor’s degree or equivalent experience (preferred) • Managed care or health plan call center background (preferred) • Call center workforce management experience (preferred) • Lean, Six Sigma, or process improvement experience (preferred) • Minimum home internet speed of 25 Mbps download and 10 Mbps upload • Dedicated workspace without ongoing interruptions to protect member PHI / HIPAA information

🏖️ Benefits

• Medical, dental and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Other whole-person well-being and wellness opportunities • Remote work arrangement • Occasional travel to Humana offices for training or meetings