Stars Call Strategy & Performance Program Delivery Lead

Become a part of our caring community and help us put health first Health Quality and Stars (HQS) is an organization that is responsible for improving health outcomes and advancing the care experience of our members and provider partners through quality solutions. HQS is committed to caring for our customers and delivering high plan quality as rated by the Centers for Medicare and Medicaid Services (CMS). The CMS Stars quality rating system evaluates Medicare Advantage and Prescription Drug Plans using approximately 40 measures covering preventive care screenings, health condition management, health outcomes, patient experience, and plan operations. The Health Quality and Stars team is seeking a Program Delivery Lead to drive new ways of working and resource optimization focused on live agent calls. This leader will own the strategy and roadmap for use of live agent call teams to create efficiencies and maximize results partnering closely with leaders across the Stars Operations team and critical partners within the enterprise. This leader will co-develop shared objectives, creating alignment on strategic direction and prioritization of focus areas for optimization of live agents for Stars. Key Responsibilities: + Acquire deep understanding of how live agents are used for Stars across multiple teams, map the process for prioritization, define service agreements, enhance reporting and strengthen collaborative partnerships + Develop and maintain a portfolio of improvement opportunities, efficiency tactics, and test initiatives focused on delivering improved member engagement + Conduct test and learn initiatives to prove new capabilities and determine effectiveness of solutions + Oversee complete lifecycle of test and learn projects (idea through implementation) + Serve as product development lead testing into new tools and technology + Connect the organization to external thinking, trends, and best practices + Create collaborative working relationships with teams within and outside HQS + Demonstrate ability to influence multiple stakeholders at all organizational levels Use your skills to make an impact Required Qualifications + Bacheloru2019s Degree + 7+ years of experience operational oversight, innovation, program management and/ or product development experience + Experience aligning business strategy, program objectives, and product strategies to include developing/executing multi-year roadmaps that quantify business value + Experience establishing/managing complex programs by effectively leading cross-functional teams and demonstrated ability to manage and influence stakeholders across the Enterprise + Strong ability to understand business strategy/outcomes and partner with product leaders to deliver desired value + Proven skills in analyzing data trends and identifying performance improvement opportunities + Strong attention to detail and focus on customer and associate experience + Demonstrated ability to articulate ideas effectively in both written and oral forms + Effective facilitator u2013 direct collaborative efforts amongst business, analytics and technology partners Desired Qualifications + Masteru2019s Degree + Medicare Stars experience + Experience improving consumer experiences through product/program development Additional Information As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. To ensure Home or Hybrid Home/Office employeesu2019 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 required; 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, u201cHumanau201d) 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: 02-19-2026 About us Humana Inc. (NYSE: HUM) is committed to putting health first u2013 for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health u2013 delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large. u200b 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

Created: 2026-02-09