[Hiring] Director, Group Medicare Account Management @Humana

Role Description

The Director, Group Medicare Account Management is a strategic people-leader role responsible for translating the Group Medicare client engagement strategy into consistent execution across an assigned portfolio, team, or functional area. Reporting to the Associate Vice President of Client Engagement & Excellence, the Director leads account management performance, client retention, experience, renewal readiness, and continuous improvement within the scope of responsibility.

The Director advances Account Management from relationship management toward disciplined value delivery by establishing clear operating practices, coaching leaders and associates, and coordinating cross-functional partners to achieve measurable client, member, financial, and operational outcomes.

• Coordinate cross-functional teams and manage complex client portfolios.
• Proactively identify opportunities for process enhancements that improve service delivery.
• Serve as a key point of contact for issue resolution, contract renewals, and strategic consultation.
• Ensure client expectations align with organizational capabilities and regulatory requirements.

The role has full accountability for:

• Retention, renewal, and experience performance for the assigned client portfolio.
• Client and Member Net Promoter Score (NPS) improvement within the area of responsibility.
• Account Management team effectiveness, capacity, and consistent execution.
• Senior client relationships, governance, and issue escalation.
• Cross-functional coordination to deliver service, Stars, network, enrollment, and financial commitments.

Qualifications

• Bachelor's degree in business, healthcare administration, or a related field; advanced degree preferred.
• Extensive experience (typically 8+ years) in Medicare, managed care, health insurance, or regulated-industry experience, including 2-5+ years of people leadership.
• Demonstrated expertise in client relationship management, regulatory compliance, and cross-functional collaboration.
• Strong knowledge of client engagement, account management, renewals, service delivery, and financial or operational performance management.
• Strong presentation and meeting facilitation skills.
• Negotiation and conflict resolution skills.
• Communication/customer service & collaborating skills are crucial.
• Ability to influence senior leaders and cross-functional partners.
• Track record of developing talent, leading change, improving retention and experience, and building scalable operating practices.
• Working knowledge of AI-enabled tools, automation, data governance, and responsible adoption in business workflows preferred.
• Ability to travel – 50% or more.
• Life and health license.

Requirements

• Client and membership retention.
• Client and Member NPS improvement.
• Renewal quality, timeliness, and margin performance.
• At-risk account stabilization and service performance.
• Administrative efficiency, AI adoption, and productivity improvement.
• Employee engagement, talent development, and team effectiveness.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Paid time off, including company and personal holidays.
• Paid parental and caregiver leave.
• Short-term and long-term disability.
• Life insurance.
• Many other opportunities supporting whole-person well-being.

Company Description

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it.