Job Overview
Location
Remote Nationwide
Job Type
Full-time
Category
Customer Service
Date Posted
April 8, 2026
Full Job Description
đź“‹ Description
- • The Manager, IFG Call Center oversees daily operations of a Medicare-focused contact center supporting members, providers, and brokers, ensuring high-quality service delivery and compliance with CMS regulations.
- • Day-to-day responsibilities include managing call center operations, leading and developing supervisors and frontline staff, ensuring proper staffing and scheduling, overseeing onboarding and training, driving KPIs such as AHT, FCR, and CSAT, serving as an escalation point for complex member issues, and collaborating with cross-functional teams on reporting and enrollment readiness.
- • The role is part of Humana Inc., a leading U.S. healthcare company dedicated to improving health outcomes for Medicare and Medicaid members, families, individuals, and military personnel through its insurance and CenterWell healthcare services.
- • The manager will develop leadership and operational expertise in Medicare compliance, call center performance management, quality improvement, and member experience enhancement, with opportunities to influence STAR ratings and support critical enrollment periods.
🎯 Requirements
- • Bachelor’s degree or equivalent experience
- • 2+ years of call center operations experience
- • 2+ years in a people management role
- • Experience managing KPIs, quality programs, and compliance audits
- • Proficiency with call center technologies (ACD, CRM, QA platforms)
- • Preferred: Experience with Medicare Advantage, Part D, or Medicare Supplement products; prior AEP/OEP management; AHIP certification or familiarity with Medicare training standards; experience in STAR Ratings-driven environments
🏖️ Benefits
- • Medical, dental, and vision benefits
- • 401(k) retirement savings plan
- • Paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave
- • Short-term and long-term disability, life insurance
- • Commission incentive plan based on company and/or individual performance
- • Occasional travel to Humana offices for training or meetings (remote role)
Skills & Technologies
About Humana Inc.
Humana Inc. is a for-profit health and well-being company headquartered in Louisville, Kentucky. Founded in 1961, it provides health insurance, Medicare Advantage plans, Medicaid services, pharmacy benefit management, and clinical care through primary care centers. Serving millions of members across the United States, Humana focuses on integrated care delivery, home health, and wellness programs aimed at improving health outcomes and reducing costs for individuals, employers, and government partners.
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