Supervisor, Consumer Engagement

Humana • Work at Home - Arizona, OH

2d • Remote

About The Position

Become a part of our caring community As a Supervisor, Consumer Engagement within the CWP Rx Enrollment segment, you will lead a team of associates dedicated to guiding members through pharmacy benefit education, enrollment, and activation. You will grow employee engagement, coaching for excellence, and ensuring a seamless member experience when transitioning from retail to mail-order pharmacy services. This role is important to supporting strategic programs that enhance consumer satisfaction, increase use of pharmacy resources, and contribute to Humana's Bold Goal of improving health outcomes. We ask that you have experience with growing talent, and making informed decisions that improve convenience and support better health outcomes.

Requirements

• High school diploma or equivalent required
• 2+ years Supervisory experience in customer service, consumer engagement, pharmacy benefit, healthcare or related operational roles.
• Must reside in one of the following approved WAH state locations: AZ, TX, FL, OH, NC, KY, IN, CO, OK, TN, or VA.
• Meet all Work at Home (WAH) eligibility requirements. These requirements include, but are not limited to, Humana setting the ability to provide and maintain satisfactory internet speeds. They also include having a separate workspace to perform job duties without distraction.
• Work in a structured, metric environment with daily, weekly, and monthly performance goals.
• Commitment to continuous improvement.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Nice To Haves

• Familiarity with pharmacy benefit offerings, mail-order processes, and member advocacy.
• Experience using technology platforms, Genesys, Verint, Workday, or digital engagement tools to support consumer or client interactions.
• Familiarity with PBM systems, Humana tools, or pharmacy benefit structures.
• Associate degree or higher
• Experience with economic, financial and operational concepts
• Bilingual (Spanish/English) but not required.

Responsibilities

• Supervise a team of Consumer Engagement associates to deliver high-quality service and meet performance targets.
• Foster a culture of engagement, collaboration, and continuous improvement, celebrating successes and promoting Humana's values.
• Provide regular feedback, conduct performance reviews, and facilitate training opportunities.
• Oversee daily operations related to member education, engagement, and mail-order pharmacy enrollment activities.
• Ensure adherence to established guidelines, protocols, and compliance standards across all team interactions.
• Assess members' needs and address them, while supporting team members in delivering empathetic service to members.
• Guide associates in using motivational techniques and personalized approaches to help members make informed choices about their pharmacy benefits.
• Coordinate team participation in special projects, campaigns, and seasonal events such as Annual Enrollment Period (AEP)
• Collaborate with management, QA, and partners to implement new programs, share insights, and lead innovation.
• Monitor call quality, conversion rates, and campaign outcomes; identify areas for process improvement and implement solutions.
• Hold team members accountable for following established policies, scripting protocols, requirements.
• Ensure execution and delivery of service across the segment.
• Use your skills to make an impact

Benefits

• medical
• dental
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED