Supervisor, Consumer Engagement

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…