Supervisor, Consumer Engagement

CenterWell Certified Healthcare Corp.; United States; Remote; USD 65,000 - 89,000; Full time

Job summary

Humana's CenterWell division seeks a Supervisor, Consumer Engagement to lead a team guiding members through pharmacy benefit education, enrollment, and activation, with a focus on engagement and performance to ensure a seamless member experience.

This Work at Home role requires strong communication, coaching, and decision-making. Eligible WA state locations, 40-hour weeks, occasional travel; base pay ranges from $65,000 to $88,600 yearly, plus bonus eligibility.

Qualifications

• 2+ years Supervisory experience in customer service, consumer engagement, pharmacy benefit, healthcare or related operational roles.

Responsibilities

• Supervise and develop a team of Consumer Engagement associates to deliver high-quality service and meet performance targets.
• Oversee day-to-day operations related to member education, engagement, and mail-order pharmacy enrollment activities.
• Support team members in delivering empathetic, solution-oriented service to members and guide associates in using motivational techniques.
• Coordinate team participation in special projects, campaigns, and seasonal events such as Annual Enrollment Period (AEP).
• Monitor call quality, conversion rates, and campaign outcomes; identify areas for process improvement and implement solutions.
• Hold team members accountable for following policies, scripting protocols, and confidentiality requirements.

Skills

Supervisory experience

Customer service

Communication

Microsoft Office

Education

High school diploma or equivalent

Associate's or Bachelor's Degree

Tools

Microsoft Office

Job description

# 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 are responsible for driving employee engagement, coaching for excellence, and ensuring a seamless member experience when transitioning from retail to mail-order pharmacy services. This role is pivotal in supporting strategic initiatives that enhance consumer satisfaction, optimize utilization of pharmacy resources, and contribute to Humana’s Bold Goal of improving health outcomes.

This position requires strong communication skills, emotional intelligence, a passion for growing talent, and making informed decisions that improve convenience and support better health outcomes.

Key Responsibilities

Team Leadership & Coaching

• Supervise, motivate, and develop 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.

Operational Excellence

• Oversee day-to-day 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.

Member Experience & Advocacy

• Support team members in delivering empathetic, solution-oriented service to members, ensuring their needs are accurately assessed and addressed.
• Guide associates in using motivational techniques and personalized approaches to help members make informed choices about their pharmacy benefits.

Strategic Initiative Support

• Coordinate team participation in special projects, campaigns, and seasonal events such as Annual Enrollment Period (AEP).
• Collaborate with management, QA, and cross-functional partners to implement new initiatives, share insights, and drive innovation.

Quality & Compliance

• 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, and confidentiality requirements.
• Ensure consistent execution and delivery of service across the segment.

Use your skills to make an impact

Required Qualifications

• 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, VA.
• Meet all Work at Home (WAH) eligibility requirements including but not limited to: Ability to provide & maintain satisfactory internet speeds (set by Humana), and separate workspace to perform job duties without distraction.
• Ability to work in a structured, metric-driven environment with daily, weekly, and monthly performance goals.
• Proficiency in Microsoft Office Programs: Word, PowerPoint, Excel
• Commitment to operational excellence and continuous improvement.
• Demonstrated ability to motivate teams and drive engagement.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Preferred Qualifications

• Associate's or Bachelor's Degree
• Strong communication, coaching, and problem-solving skills.
• Familiarity with pharmacy benefit offerings, mail-order processes, and member advocacy.
• Experience leveraging 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.
• General understanding of economic, financial and operational concepts
• Bilingual (Spanish/English) is a plus but not required.

Additional Information

• This is a Work at Home (WAH) opportunity. Must reside in one of the following state locations: AZ, TX, FL, OH, NC, KY, IN, CO, OK, TN, VA.
• Able to work a shift Mon-Fri, during the hours of operation 8:00am-11:00pm ET, and Saturday during the hours of 8:00am-6:30pm ET. Additional support may be required based on business need or Peak seasons.

Work at Home Requirements: 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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

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.

$65,000 - $88,600 per year

This 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Application Deadline: 10-02-2026

# About us

About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer atHumana.comand atCenterWell.com.

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.