Contact Center Operations & Implementation Lead (Medicaid/Integrated)

Humana

21h • Remote

About The Position

The Medicaid Contact Center Operations & Implementation Lead supports the growth and performance of Medicaid and Integrated contact center operations. The role is responsible for leading contact center operational readiness and implementation for new state launches and program expansions while also providing ongoing operational support across Medicaid/Integrated contact center programs. This position partners closely with Inbound Contact Center leadership and cross functional stakeholders to drive operational excellence, improve member experience, and ensure scalable efficient operations across the portfolio of Medicaid/Integrated contact centers.

Requirements

• Bachelor's Degree
• 5 + years experience in Contact Center Operations
• 2+ years of leading operational initiatives, implementations or cross-functional workstreams
• 2+ years experience in Medicaid Managed Care Contact Center Operations
• Experience in Contact Center Systems and Processes (call handling, etc.)
• Work independently and lead contact center operations discussions and provide insights
• Work with Leadership on operations strategies and key initiatives
• Travel as needed for business needs

Nice To Haves

• Experience with new State implementations launches
• Experience in Operations process improvement
• MBA

Responsibilities

• Serve as the operational subject matter expert for Medicaid and Integrated contact center operations, supporting both new state implementations and ongoing operational performance.
• Lead end to end contact center operational readiness for Medicaid & Integrated implementations including launch planning, staffing readiness, go-live execution, and post-launch stabilization.
• Translate implementation requirements (including contract/RFP expectations) into operational deliverables to ensure alignment with contact center capabilities and compliance standards.
• Partner with cross-functional teams (Workforce Management, Training, Quality, Market/Program Leadership, Compliance, and Operations) to ensure implementation milestones and deliverables are achieved.
• Monitor and analyze key performance indicators (KPIs) to identify performance trends, improvement opportunities and recommend strategies to improve operational efficiency, service outcomes, and member experience.
• Support the design, implementation, and scaling of standardized contact center best practices across all Medicaid and Integrated contact centers.
• Provide routine operational and implementation performance updates including progress, risks, and recommendations for resolution.
• Operate with a high level of independence and exercise sound judgment and decision making in resolving complex operational issues and driving implementation decisions.

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance
• many other opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level