Director of RxEducation Operations

Humana; Louisville (KY); Remote; USD 168,000 - 231,000; Full time

Job summary

Join a forward-thinking company as a Director of RxEducation Operations, where you'll lead a dedicated team to enhance member education and drive conversions to a top-tier pharmacy service. This role combines strategic oversight with hands-on leadership, ensuring that members receive the utmost value from their pharmacy experience. With a focus on operational excellence, you'll analyze performance metrics and implement innovative outreach programs. If you're passionate about making a meaningful impact in healthcare and possess strong leadership skills, this is the opportunity for you.

Benefits

Medical, dental, and vision benefits

401(k) retirement savings plan

Paid time off

Short-term and long-term disability

Life insurance

Flexible scheduling options

Leadership development programs

Career coaching

Qualifications

• 5+ years of leadership experience in operations, including sales-focused teams.
• Deep understanding of Insurance and Pharmacy businesses.

Responsibilities

• Lead a team of 300 telephonic associates to educate members on pharmacy services.
• Design metrics and rewards systems to drive member conversion.

Skills

Leadership

Sales Management

Account Management

Insurance Knowledge

Analytical Skills

Communication Skills

Problem Solving

Education

Bachelor's Degree

Master's Degree

Job description

Become a part of our caring community and help us put health first

Humana is seeking a Director of RxEducation Operations to lead our Pharmacy telephonic member education operation. This position will work to educate Humana plan members about the benefits of using CenterWell Mail Order Pharmacy. The primary goal of this position is to convert members to using CenterWell Pharmacy (CWP) by successfully showing the value proposition of our services (cost , quality, service, improved clinical outcomes, ease).

The Director of RxEducation Operations oversees the enrollment, education, engagement, and activation duties for Humana plan members enrolling to use CWP. This position requires an in-depth understanding of how organization capabilities interrelate across the function or segment. This position contributes to business strategy by understanding benefit offerings to ensure enrollment success, identifying member education opportunities to drive maximum utilization of available resources, and directing clients on the use of available resources. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Responsibilities

• Leads an operational team of approximately 300 telephonic associates as well as a small leadership team , with the intent of educating members on CWP’s services and driving member conversion to CWP mail order.

• Builds and designs the right metrics and a new rewards system for front-line associates, motivating the right behaviors to drive member conversion to CWP that results in increased scripts to the pharmacy.

• Analyzes and improves current call scripting for telephonic associates that covers key value proposition techniques, including consultative selling.

• Monitors script conversion metrics, proactively identifying areas for improvement with RxE (RxEducation) team.

• Leads a test lab for call process and scripting- testing different contact method approaches and language to determine most effective approach for prospective CWP members.

• Partners with RxE Implementation team, as well as shares best practices with Specialty RxE team.

• Participates in business reviews and performance planning with BPO partners across onshore, nearshore, and offshore operations; supports scalable delivery models that reduce cost and improve consistency.

• Leads the design and execution of outreach programs with a focus on strategy, resource planning, and value realization.

Use your skills to make an impact

Required Qualifications

• Bachelor’s degree

• Five or more years of leadership experience within an operations environment, with at least 2 of those being in a sales-focused team

• Demonstrated sales and account management experience

• Deep understanding of the Insurance and Pharmacy businesses

• Experience managing BPO operations and performance reviews across onshore, nearshore, and farshore teams, including contract oversight and P&L accountability

• Strong track record of driving solutions that achieved sales/operational and financial outcomes to include a background in trend analysis

• Experience with effectively coaching, developing and leading direct reports and cross-functional teams

• Exceptional cross-functional collaboration, relationship management, influence, and interpersonal skills

• Impeccable oral and written communication skills, as well as the polish, poise, and executive presence to effectively interact with and present to external partners and executive and senior-level stakeholders

• Very disciplined; has the ability to manage competing priorities and operate effectively within a large and complex organizational structure

• Ability to engage, educate, influence and guide matrixed teams at all levels on the concepts, opportunities and strategy of conversions

• Problem solver who can find viable solutions that meets business needs, absent from all ideal tools and resources

Preferred Qualifications

• Master's degree

• Experience with STAR and HEDIS quality initiatives

• Ability to work with project stakeholders and remote teams at all levels in the organization in a collaborative, team environment

• Ability to apply knowledge of new technology and business management concepts to improve operations

• Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work

Additional Information

Travel: 5-10% (Based on business need)

Work Style: Remote

Work at Home/Remote Requirements
To ensure Hybrid Office/Home associates’ ability to work effectively, the self-provided internet service of Hybrid Office/Home associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Associates 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 associates with telephone and computer 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

HireVue Statement: As part of our hiring process for this opportunity, we will be using an exciting 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.

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.$168,000 - $231,000 per yearThis 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, “Humana”) 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: 05-16-2025

About us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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.