Director of RxEducation Operations

Humana; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Director of RxEducation Operations to spearhead a telephonic member education initiative. This pivotal role involves leading a large operational team to enhance member engagement and conversion rates for pharmacy services. The ideal candidate will possess strong leadership skills, a deep understanding of the pharmacy and insurance sectors, and a proven track record in operations management. Join a forward-thinking organization committed to improving health outcomes and making a meaningful impact on the lives of its members. If you thrive in a dynamic environment and are passionate about driving performance, this opportunity is perfect for you.

Qualifications

• 5+ years in operations leadership with sales-focused teams.
• Proven solutions-driven approach with trend analysis background.

Responsibilities

• Leads a team of 300 to educate members on pharmacy services.
• Designs metrics and rewards systems to increase member conversion.
• Analyzes call scripting and monitors conversion metrics.

Skills

Operations Leadership

Sales Management

Insurance Knowledge

Communication Skills

Problem-Solving

Collaboration

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 demonstrating the value proposition of our services (cost, quality, service, improved clinical outcomes, ease).

The Director of RxEducation Operations oversees enrollment, education, engagement, and activation duties for Humana plan members enrolling to use CWP. This position requires a deep understanding of how organizational capabilities interrelate across the function or segment. It contributes to business strategy by understanding benefit offerings to ensure successful enrollment, identifying member education opportunities to maximize resource utilization, and guiding clients on resource use. This role involves decision-making related to implementing new or updated programs, large-scale projects, and supporting technical and operational procedures, as well as executing strategic plans, driving goals, and improving performance. It also includes providing input into the function's strategy.

Responsibilities

1. Leads an operational team of approximately 300 telephonic associates and a small leadership team, focused on educating members on CWP’s services and driving member conversion to CWP mail order.
2. Designs and builds metrics and a rewards system for front-line associates to motivate behaviors that increase member conversion to CWP, resulting in more prescriptions filled at the pharmacy.
3. Analyzes and enhances current call scripting for associates, emphasizing consultative selling and key value propositions.
4. Monitors conversion metrics and proactively identifies improvement areas with the RxE team.
5. Leads testing of call processes and scripting, experimenting with contact methods and language to find the most effective approaches.
6. Partners with the RxE Implementation team and shares best practices with the Specialty RxE team.
7. Participates in business reviews and performance planning with BPO partners across various operational models, supporting scalable, cost-effective delivery.
8. Designs and executes outreach programs focusing on strategy, resource planning, and value realization.

Use your skills to make an impact

Required Qualifications

• Bachelor’s degree
• At least 5 years of leadership experience in operations, including 2+ years in a sales-focused team
• Proven sales and account management skills
• Deep knowledge of Insurance and Pharmacy sectors
• Experience managing BPO operations across onshore, nearshore, and offshore teams, including P&L responsibility
• Track record of achieving sales, operational, and financial outcomes, with trend analysis experience
• Strong coaching, development, and leadership skills for direct reports and cross-functional teams
• Exceptional relationship management, influence, and interpersonal skills
• Excellent communication skills, with the ability to interact with and present to senior stakeholders
• Highly disciplined, capable of managing competing priorities within a complex organization
• Ability to engage and influence matrixed teams on conversion strategies
• Problem-solving skills to find viable solutions under constraints

Preferred Qualifications

• Master’s degree
• Experience with STAR and HEDIS quality initiatives
• Ability to collaborate with stakeholders and remote teams
• Knowledge of new technology and business management to improve operations
• Critical thinking and proactive idea presentation

Additional Information

Travel: 5-10% (based on business needs)

Work Style: Remote

Work at Home/Remote Requirements: Internet speed of at least 25 Mbps download and 10 Mbps upload; approved connection types; internet expense reimbursement in certain states; provided equipment; dedicated workspace to protect PHI/HIPAA info.

HireVue Statement: We use HireVue for interviews, enabling quick, convenient assessments of your skills and experience.

While remote, occasional travel to Humana offices may be required.

Scheduled Weekly Hours: 40

Pay Range: $168,000 - $231,000 annually, with potential bonuses based on performance.

Benefits

Humana offers comprehensive benefits supporting overall well-being, including health, dental, vision, 401(k), paid time off, disability, life insurance, and more.

Application Deadline: 05-16-2025

About us

CenterWell Pharmacy provides reliable pharmacy services and is committed to excellence. As part of Humana, it focuses on whole-person health, offering home delivery, specialty, retail, and educational services to improve health outcomes and medication adherence.

CenterWell, a Humana company, is a leading provider of senior-focused primary care, home health, and pharmacy benefits, employing over 30,000 clinicians dedicated to health first. We support employee growth through flexible scheduling, certifications, leadership programs, and coaching.

Equal Opportunity Employer

Humana does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. We promote affirmative action and employment equality across all employment decisions.

About the company

Humana considers every aspect of your life and collaborates with you to create a health path tailored to your needs.