Supervisor, Consumer Engagement

Humana; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare company is seeking a Supervisor for the Rx Education team. This role involves overseeing a group of advocates, ensuring operational excellence through training, motivation, and performance evaluation. Candidates should have leadership experience in a call center or similar environment, strong coaching skills, and be proficient in Microsoft Office. This position offers remote work options and requires the ability to manage a fast-paced environment.

Qualifications

• Minimum two years of leadership experience in a call center, healthcare, or pharmacy environment.
• Strong coaching skills and ability to provide constructive feedback.
• Minimum three years of customer service and/or sales related experience.
• Proficiency using Microsoft Office and troubleshooting technical difficulties.
• Strong attention to detail and ability to manage multiple priorities.

Responsibilities

• Oversee a team of 20-25 Rx Education Advocates to ensure operational excellence.
• Provide ongoing training and support for agents.
• Conduct regular performance evaluations and coaching.
• Monitor team performance and compliance.
• Participate in calibration sessions and ensure alignment with company goals.

Skills

Leadership experience in a call center

Coaching and development skills

Customer service/sales experience

Proficiency in Microsoft Office

Attention to detail

Excellent communication skills

Education

Associates or Bachelor’s degree

Tools

Call center systems

Job description

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

The Supervisor is responsible for overseeing a team of Humana CenterWell Pharmacy Rx Education Advocates. This role ensures daily operational excellence by educating agents on processes, motivating them to achieve conversion and quality goals, and evaluating their performance through consistent coaching and monitoring.

The Supervisor leads a team of 20 – 25 Rx Education advocates, managing daily operations and ensuring performance expectations are met.

Educate: Provide ongoing training reinforcement, clarify workflows, and support agents in navigating systems, scripts, and compliance guidelines.

Motivate: Inspire agents to achieve daily conversion goals while maintaining high-quality, member-centered conversations.

Evaluate: Conduct regular side-by-sides, quality reviews, and performance coaching sessions to drive measurable improvement.

• Track and report on daily team performance, including conversions, call handling time (HT), quality scores, and compliance adherence.
• Partner with QA, Training, and Compliance Managers to align agent performance with organizational standards.
• Ensure logs are completed and submitted to Managers, including metrics on coaching, conversions, quality monitors, and any escalations.
• Support Workforce Management (WFM) processes by monitoring advocate attendance, scheduling, and adherence to shift expectations.
• Participate in 1:1s, business reviews, and calibration sessions to ensure team alignment with broader Rx Education goals.
• Identify high-performing agents for recognition and career development opportunities.
• Uphold Humana’s vision: Compassion is our method. Compliance is our promise. Conversion is our measure.

Use your skills to make an impact

Required Qualifications

• Minimum two, (2) years of leadership experience in a call center, healthcare and/or pharmacy environment, including hiring, training, coaching and termination.
• Strong coaching and people-development skills, with the ability to provide constructive feedback and monitor and recommend improvements to improve team compliance, quality and productivity.
• Minimum three, (3) years of customer service and/or sales related experience with a demonstrated ability to meet or exceed sales/conversion goals in a compliance-driven environment.
• Proficiency using Microsoft Office Word, Excel, Outlook PowerPoint, navigating multiple systems and platforms and ability to troubleshoot and resolve basic technical difficulties in a remote environment.
• Proficient in call center systems, reporting tools, etc.
• 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 business stakeholders, vendors and remote teams at all levels in the organization in a collaborative, team environment.

Preferred Qualifications

• Associates or Bachelor’s degree.
• Previous experience in healthcare, pharmacy, or insurance member services.
• Familiarity with call routing systems, QA processes, and workforce management tools.
• Bilingual skills (English/Spanish or English/Creole).

Additional Information

Workstyle: Remote work at Home

Location: Must reside in one of the following states, Arizona, Colorado, Florida, Indiana, Kentucky, North Carolina, Oklahoma, Tennessee, Texas, Virginia

Schedule: Must be able to work an 8-hour shift for 40 hours a week, Mon - Fri, between the operating hours of 8 a.m.-8 p.m. EST (based on business need)

• May be required to work weekends based on business needs (i.e., Saturday)
• Fast-paced, high-volume environment with direct responsibility for agent performance. It requires flexibility to adjust to call volume surges and training schedules.

Work at Home Guidance To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. Satellite, cellular and microwave connection can be used only if approved by leadership.

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.