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We are seeking a strategic, analytically minded business operator with experience in clinical call center operations, workforce management, and member engagement to serve as the Business Operations Lead for our Virtual Clinics organization.
This role owns the strategy, design, optimization, and ongoing performance of virtual care access and engagement operations-including outbound and inbound call strategies, campaign execution, capacity planning, and call center technology enablement. You will analyze performance, identify root causes, evaluate opportunities, and partner across teams to design solutions that improve access, engagement, and member outcomes.
The ideal candidate brings strong analytical and problem solving skills, the ability to influence stakeholders, and working knowledge of member engagement, call center operations, workforce management, dialer strategy, campaign optimization, scheduling systems, clinical outcomes, Stars performance, and CGX call platforms.
This leader will build, operate, optimize, and scale virtual care operations while partnering closely with clinical, technology, marketing, and enterprise teams. The scope of this role will evolve as our virtual care model grows and scales.
Key Responsibilities
Operational Design & Continuous Improvement
Lead day-to-dayoperational strategy for clinical call center and virtual engagement programs, including inbound/outbound campaigns, care gap outreach, and appointment conversion.
Design andoptimizedialer logic, calling strategies, and campaign prioritizationto maximize reach, productivity, and member experience.
Own member engagement strategies across phone, digital, and hybrid channels informed by performance data and clinical priorities.
Optimizecall routing, staffing models, and appointment availability to improve access and reduce friction.
Strategic Problem Solving & Analytics
Effectively prioritize actions and recommendations based on businessneed, impact, and resource constraints.
Conductad hoc analysesto diagnose performance issues, uncover insights, andidentifyopportunities for improvement.
Analyze trends in engagement, access, scheduling, and call center performance to inform priorities.
Develop or refine KPIs and dashboards to guide decision making.
Translate data into clear insights and actionable recommendations for senior leaders.
Workforce Management & Capacity Planning
Drive capacity modeling, scheduling strategy, and workforce optimization in partnership with WFM and clinical leadership.
Balance demand, staffing, and productivity across markets, programs, and seasons.
Identifyrisks to access, abandonment, and experience metrics and activate mitigation plans proactively.
Technology & Platform Enablement
Partner with technology teams to enhance oroptimizecall center and scheduling platforms, includingCGX call platforms, dialers, andEMR enabledworkflows.
Work with IT, vendors, and clinical stakeholders to evaluate, implement, andoptimizetools that support engagement and access.
Translate clinical and operational needs into system requirements and workflow enhancements.
Cross Functional Leadership & Stakeholder Management
Partner with enterprise functions (Stars, Growth, Marketing, Analytics), clinical teams, technology teams, and other stakeholders to align operational execution with business priorities.
Drive alignment on priorities, timelines, and performance goals.
Communicate complex issues simply and influence decisions across multiple levels of leadership.
Growth & Business Planning
Support launch, scaling, and refinement of new virtual care programs and engagement initiatives.
Contribute to scenario models, business cases, and forecasts.
Help define the operating model that will support long-term growth in virtual care.
Use your skills to make an impact
Required
Bachelor's degree(Master's preferred)
7+ years of experience leading clinical call centers, virtual care operations, or healthcare engagement programs
Strong understanding of how call center operations impactmember experience, access, Stars, and quality outcomes
Demonstratedexpertisein:Dialer logic and campaign optimization, Workforce management, capacity planning, and clinical scheduling, CGX call platforms,scheduling platforms, andEMR enabledworkflows
Proven ability to own outcomes in complex, matrixed healthcare environments
Highlyself-directedwith the ability tooperateindependently and lead through influence
Preferred
Master's degree
Experience in value-basedcare, Medicare Advantage, or seniorfocused healthcare
Familiarity with HIPAA, CMS, CAHPS, Stars, and healthcare compliance considerations
Experience scaling virtual or hybrid care models
Strong executive communication and stakeholder management skills
Additional Information
Remote role
Preferred incumbent locations: Boston, MA; Washington, DC for in person meetings
Anticipate less than 10% annual travel
Standard working hours required; 8:00 am - 5:00 pm; Central or Eastern Time Zones Preferred
Work at Home Requirements
To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
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
Employees 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 employees 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.
$115,200 - $158,400 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: 02-27-2026
About us
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more
