# Manager, IFG Agnostic Call Center
## About the Role
Humana Inc. is seeking a Manager, IFG Agnostic Call Center to lead Medicare call center operations with a strong focus on member experience, operational performance, and regulatory compliance. The role is responsible for ensuring call center teams meet established service-level agreements (SLAs), key performance indicators (KPIs), and quality standards.
The ideal candidate will have healthcare call center leadership experience, Medicare experience, and a strong understanding of CMS and HIPAA compliance. This is a remote opportunity with periodic travel to Humana offices and quarterly travel requirements.
## Key Responsibilities
* Lead and oversee Medicare call center operations.
* Manage call center performance against established SLAs and KPIs.
* Maintain and improve call center quality standards.
* Ensure operations remain compliant with CMS and HIPAA requirements.
* Maintain a strong focus on the member experience.
* Lead healthcare call center teams and support operational effectiveness.
* Travel periodically to Humana offices, including required quarterly travel.
* Support extended operating hours during open enrollment periods as needed.
* Work approximately 40 hours per week, with flexibility required during peak periods.
## Required Qualifications
* 2+ years of healthcare call center leadership experience.
* Medicare experience.
* Experience managing call center operations with a focus on SLAs, KPIs, quality, and member experience.
* Knowledge of CMS and HIPAA compliance.
* Ability to support a remote work environment with periodic travel.
## Work Arrangement & Location
* Company: Humana Inc.
* Work Arrangement: Remote
* Travel: Periodic travel to Humana offices, including quarterly travel.
* Schedule: 40 hours per week; hours may extend during open enrollment periods.
## About Humana
Humana is a healthcare company focused on supporting Medicare members and delivering healthcare services and experiences. This role contributes directly to Medicare member support through effective call center leadership, operational performance, quality, and regulatory compliance.