Humana · 17 hours ago
Business Operations Lead - Virtual Health
United States
Full-time
Remote
Mid, Senior Level
$115K/yr - $158K/yr
7+ years expHumana is seeking a strategic, analytically minded business operator to serve as the Business Operations Lead for their Virtual Clinics organization. This role focuses on the strategy, design, optimization, and performance of virtual care access and engagement operations, requiring strong analytical skills and the ability to influence stakeholders.
Health CareHealth InsuranceInsuranceVenture Capital
Responsibilities
Lead day-to-day operational strategy for clinical call center and virtual engagement programs, including inbound/outbound campaigns, care gap outreach, and appointment conversion
Design and optimize dialer logic, calling strategies, and campaign prioritization to maximize reach, productivity, and member experience
Own member engagement strategies across phone, digital, and hybrid channels informed by performance data and clinical priorities
Optimize call routing, staffing models, and appointment availability to improve access and reduce friction
Effectively prioritize actions and recommendations based on business need, impact, and resource constraints
Conduct ad hoc analyses to diagnose performance issues, uncover insights, and identify opportunities 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
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
Identify risks to access, abandonment, and experience metrics and activate mitigation plans proactively
Partner with technology teams to enhance or optimize call center and scheduling platforms, including CGX call platforms, dialers, and EMR enabled workflows
Work with IT, vendors, and clinical stakeholders to evaluate, implement, and optimize tools that support engagement and access
Translate clinical and operational needs into system requirements and workflow enhancements
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
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
Qualification
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 impact member experience, access, Stars, and quality outcomes
Demonstrated expertise in: Dialer logic and campaign optimization, Workforce management, capacity planning, and clinical scheduling, CGX call platforms, scheduling platforms, and EMR enabled workflows
Proven ability to own outcomes in complex, matrixed healthcare environments
Highly self-directed with the ability to operate independently and lead through influence
Preferred
Master's degree
Experience in value-based care, Medicare Advantage, or senior focused 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
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
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (282)
2024 (246)
2023 (284)
2022 (274)
2021 (212)
2020 (84)
Funding
Current Stage
Public CompanyTotal Funding
$13.07B2025-05-30Post Ipo Debt· $5B
2025-03-03Post Ipo Debt· $1.25B
2024-03-11Post Ipo Debt· $2.25B
Leadership Team
Jim Rechtin
CEO and President
Caleb Gallifant
Chief Operating Officer, CenterWell Home Health
Recent News
2026-01-16
2026-01-16
Company data provided by crunchbase