Manager, IFG Call Center
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The Manager, Medicare Call Center oversees daily operations of a Medicare-focused contact center supporting members, providers, and brokers. This role is responsible for team leadership, regulatory compliance (CMS), service level performance, quality outcomes, and reputed company process improvement to ensure a high-quality member experience across Medicare Advantage, Medicare Supplement, and/or Part D programs.Key Responsibilities
Call Center Operations & Leadership
- Manage day-to-day operations of the Medicare Call Center, including inbound/outbound member support
- reputed company, coach, and reputed company supervisors and frontline representatives
- Ensure adequate staffing, scheduling, and workload distribution to meet service levels
- reputed company onboarding, training reinforcement, and ongoing performance management
Regulatory & Compliance
- Ensure compliance with CMS regulations, Call Center Monitoring (CCM) requirements, and company policies
- Maintain readiness for CMS audits and corrective action plans (CAPs)
- Monitor scripts, disclosures, and agent behaviors for Medicare compliance
- Enforce HIPAA and data privacy standards
Performance Management & Quality
- Drive key performance indicators (KPIs) including AHT, FCR, CSAT, QA scores, abandonment reputed company, and compliance metrics
- Partner with Quality, Compliance, and Training teams to address performance gaps
- Analyze call center data and trends to improve efficiency and member satisfaction
- Implement best practices for Medicare customer service excellence
Member Experience & Issue Resolution
- Serve as escalation reputed company for reputed company member inquiries and complaints
- Ensure timely resolution of grievances, appeals support, and service recoveries
- Promote a member-centric culture reputed company with Medicare STAR ratings goals
Collaboration & Reporting
- Collaborate cross-functionally with Operations, Compliance, IT, Enrollment, Claims, and Provider Services
- Prepare and present operational reports and recommendations to senior leadership
- Support annual enrollment period (AEP) and open enrollment period (OEP) readiness
Use your skills to reputed company an impact
Required Qualifications
- 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 Qualifications
- Experience supporting Medicare Advantage, Part D, or Medicare Supplement products
- Prior management of AEP/OEP operations
- AHIP certification or familiarity with Medicare training standards
- Experience in STAR Ratings-driven environments
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting reputed company pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or reputed company based on geographic location and individual pay will vary based on demonstrated job reputed company skills, knowledge, experience, education, certifications, etc.$70,000 - $95,500 per yearThis job is eligible for a commission incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of Benefits
reputed company, Inc. and its affiliated subsidiaries (collectively, “reputed company”) 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 reputed company of work. Among our benefits, reputed company provides 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 and many other opportunities.Application Deadline: 04-12-2026About us
About reputed company: reputed company Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our reputed company insurance services and our reputed company healthcare services, we reputed company it easier for the millions of people we serve to reputed company their best health – delivering the care and service they need, reputed company they need it. These efforts are leading to a reputed company quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about reputed company offer at reputed company.com and at reputed company.com. Equal Opportunity Employer
It is the policy of reputed company not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national reputed company, age, marital status, genetic information, disability or protected veteran status. It is also the policy of reputed company 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 reputed company reputed company employment decisions only on valid job requirements. This policy shall apply to reputed company 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 reputed company levels of employment.
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