Contact Center Operations & Implementation Lead (Medicaid/Integrated)
Humana Inc, Santa Fe, NM, United States
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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.
Job 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.
Reporting Relationship
This position will report directly to the Director, Inbound Contacts
Use your skills to make an impact
Required Qualifications
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
Preferred Qualifications
Experience with new State implementations launches
Experience in Operations process improvement
MBA
Additional Information
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
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.
$86,300 - $118,700 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 05-07-2026
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.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
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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.
Job 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.
Reporting Relationship
This position will report directly to the Director, Inbound Contacts
Use your skills to make an impact
Required Qualifications
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
Preferred Qualifications
Experience with new State implementations launches
Experience in Operations process improvement
MBA
Additional Information
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership
Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
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.
$86,300 - $118,700 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 05-07-2026
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.
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.
#J-18808-Ljbffr