AVP, Medicare Inbound Contacts

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The Associate Vice President (AVP), Medicare Inbound Contact Operations is responsible for the strategic and operational leadership of one of Humana''s largest and most complex contact center portfolios. The role leads an integrated service organization composed of internal associates and more than 12,000 associates employed by business partner organizations across a geographically dispersed delivery footprint. This position supports Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related member service functions across assisted and digital channels.

The AVP defines service excellence for the Medicare inbound portfolio and establishes the strategy, operating roadmap, and performance disciplines required to deliver a simpler, more consistent member experience. This leader is accountable for balanced outcomes across Stars and call quality, NPS and customer experience, growth and retention, productivity and cost transformation, regulatory compliance, associate engagement, and digital and automation advancement.

Operating in a highly matrixed environment, the AVP partners across Customer Contact Center leadership, Digital, Product, Experience, Workforce Management, Learning, Quality, Analytics, Finance, Technology, Compliance, Procurement, and Vendor Management to optimize resources, leverage enterprise synergies, expand member self-service, reduce avoidable contact, and deliver sustainable operating improvement. The successful candidate will balance strategic vision with disciplined execution while building a high-performing, engaged internal and global partner workforce.

Key Responsibilities

Strategic Leadership

• Define service excellence for Medicare inbound operations and translate that vision into a multi-year strategy, roadmap, investments, and measurable outcomes.
• Deliver results against strategic priorities including Integrated Health, growth and retention, Stars and call quality, NPS and customer experience, productivity, digital and automation advancement, and workforce engagement.
• Lead transformation of the member contact experience across voice, chat, social, self-service, and emerging channels, ensuring seamless transitions between digital and assisted service.
• Partner across lines of business and enterprise functions to identify reusable capabilities, operating synergies, and opportunities to simplify member journeys and reduce avoidable contact.
• Use internal performance insights, external benchmarking, and emerging technologies to continuously evolve the operating model and advance service innovation.

Operational Excellence

• Lead large-scale Medicare inbound operations supporting Individual Medicare, Group Medicare, Disenrollment, Member Solutions, chat, and related member service functions.
• Own a balanced performance framework spanning service, quality, compliance, member experience, Stars, NPS, productivity, cost, digital adoption, and associate engagement.
• Set operating rhythms, scorecards, escalation paths, and accountability mechanisms that convert performance data and member insights into timely action.
• Lead cost transformation and sustainable productivity improvement while protecting service quality, compliance, workforce health, and the member experience.
• Ensure capacity, readiness, and business continuity across internal, nearshore, offshore, and other partner delivery models.

People Leadership

• Lead and develop a high-performing team of operational leaders accountable for frontline teams and business partner delivery.
• Design and advance a world-class engagement model that supports internal associates and a global partner workforce, strengthening connection, readiness, retention, and performance.
• Build leadership bench strength through succession planning, talent reviews, coaching, mentoring, and differentiated development.
• Foster a culture centered on member experience, accountability, inclusion, collaboration, innovation, continuous learning, and disciplined execution.

Financial and Business Management

• Own operational budgets and workforce planning strategies.
• Identify opportunities to optimize costs while maintaining or improving service quality.
• Ensure effective utilization of internal and external workforce resources.
• Lead business case development for strategic investments and operational improvements.

Vendor and Partner Oversight

• Provide executive oversight for more than 12,000 BPO associates, ensuring external operations function as an integrated extension of the Medicare inbound contact organization.
• Establish a horizontal supplier governance model with consistent performance standards, decision rights, operating reviews, risk controls, escalation protocols, and accountability across internal and external partners.
• Partner with Procurement, Vendor Management, Finance, Compliance, Technology, and business leaders to shape sourcing, capacity, location, and commercial strategies that balance quality, scalability, service continuity, risk, and cost.
• Create mechanisms, such as supplier innovation forums, to identify best practices, emerging technologies, external benchmarks, and capabilities that improve customer experience, efficiency, and value.
• Hold internal leaders and BPO partners accountable for consistent outcomes across channels, locations, and employers, including contractual, financial, quality, compliance, member experience, and workforce commitments.

Regulatory and Risk Management

• Ensure adherence to CMS regulations and all Medicare-related operational requirements.
• Partner with Compliance, Legal, Quality, and Audit teams to mitigate operational and regulatory risk.
• Maintain readiness for audits, compliance reviews, and business continuity events.

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in Business Administration, Operations Management, Healthcare Administration, or a related discipline.
• 10 or more years of progressive leadership experience in contact center operations, customer service, healthcare operations, or a related environment, including significant experience leading leaders and complex organizations.
• Demonstrated success defining and executing a service excellence vision and strategy for large-scale, multi-site operations.
• Experience leading transformation, digital and automated capabilities, product or service innovation, and sustainable productivity improvement.
• Extensive experience governing outsourced or BPO operations across geographically dispersed, nearshore, offshore, or global delivery models.
• Proven ability to influence senior leaders and diverse stakeholders in a large, highly matrixed, regulated organization.
• Strong financial, workforce, operational planning, data analytics, process improvement, and risk management capabilities.
• Excellent written and verbal communication skills, executive presence, and the ability to move effectively between strategic direction and tactical execution.
• Demonstrated commitment to attracting, mentoring, developing, and retaining leadership talent.

Preferred Qualifications

• MBA or another business-related advanced degree.
• Executive leadership experience within healthcare, health insurance, financial services, or another highly regulated service industry.
• Experience leading operations of significant scale with a blended internal and external workforce.
• Experience leading omnichannel customer experience transformation across voice, IVR, CRM, chat, messaging, social, self-service, automation, or AI-enabled capabilities.
• Lean, Six Sigma, process excellence, change management, or continuous improvement credentials.

Leadership Competencies

• Strategic Thinking
• Member-Centered Leadership
• Organizational Agility
• Enterprise Collaboration
• Talent Development
• Executive Presence
• Data-Driven Decision Making
• Change Leadership
• Operational Excellence
• Financial Acumen

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 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.

$168,000 - $231,000 per year

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

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: 10-12-2026

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 at Humana.com and at CenterWell.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.