Operational Performance Coach

CenterWell • Orlando, FL

66d • $65,000 - $88,600 • Hybrid

About The Position

Become a part of our caring community and help us put health first The Operational Performance Coach plays a critical role in driving prescription conversion and member education for Humana’s CenterWell Pharmacy. This role is accountable for leading sales strategy within RxEducation, ensuring team alignment on goals, monitoring performance, and partnering across internal and vendor operations. The Operational Performance Coach will ensure consistent coaching, compliance, and measurement of sales activities while supporting Humana’s mission to improve member experience, health outcomes, and long-term engagement.

Requirements

• 5 or more years of experience in call center sales leadership or pharmacy operations management.
• Proven ability to lead and motivate sales teams to achieve or exceed conversion targets.
• Strong knowledge of healthcare compliance, pharmacy operations, and member engagement practices.
• Demonstrated success in performance reporting, coaching, and accountability frameworks.
• Knowledge of call center systems, reporting tools, and Microsoft Office Suite.
• Strong attention to detail, organizational and analytical skills with the ability to manage multiple priorities and/or projects.
• Excellent communication and presentation skills with the ability to work with and influence business stakeholders, vendors and onsite/remote teams at all levels in the organization.

Nice To Haves

• Bachelor’s degree in Business, Healthcare Administration, or related field.
• Previous experience in a Pharmacy Benefit Manager (PBM) or healthcare payer environment.
• Lean Six Sigma or similar process improvement certification.
• Experience working in multi-site operations with vendor management oversight.
• Ability to apply knowledge of new technology and business management concepts to improve operations.
• Project Management experience and/or PMP certification Project Management Institute.

Responsibilities

• Lead sales performance strategy for RxEducation across internal and vendor sites, ensuring alignment with Humana’s mission, compliance standards, and conversion goals.
• Partner with Associate Directors, Supervisors, Enterprise and Operational Leaders to monitor, measure, and improve prescription conversion performance.
• Own weekly, monthly, and quarterly performance reporting on sales activities, trends, and opportunities for optimization.
• Establish and manage a cadence of coaching and performance improvement plans for sales-focused teams.
• Collaborate with QA, Compliance, and Training Managers to ensure sales processes are ethical, compliant, and effective.
• Audit and develop scripts, objection handling techniques, and engagement strategies that support education-first member interactions.
• Monitor key sales metrics (conversion rates, adherence, call quality, etc.) and translate insights into action plans.
• Drive collaboration across vendors by participating in WBRs, MBRs, and QBRs with enterprise stakeholders.
• Contribute to forecasting, workforce planning, and budgeting related to sales performance and conversion targets.
• Champion Humana’s core values of caring, curiosity, and commitment through leadership and team engagement.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level