消费者参与主管
Supervisor, Consumer Engagement
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作为 CWP Rx 注册部门的消费者参与主管，你将带领一支致力于指导会员进行药房福利教育、注册和激活的团队。你负责推动员工参与度，提供卓越指导，并确保会员在从零售药房转向邮购药房服务时获得无缝体验。此职位在支持提升消费者满意度、优化药房资源利用的战略举措中起着关键作用，并为 Humana 的“大胆目标”——改善健康结果做出贡献。此职位需要出色的沟通能力、情商、对人才培养的热情，以及能够做出提升便利性并支持更好健康结果的决策。
主要职责：
团队领导与辅导：
- 管理、激励和发展消费者参与专员团队，以提供高质量服务并达成绩效目标。
- 培养积极参与、协作和持续改进的文化，庆祝成功并推广 Humana 的价值观。
- 提供定期反馈，进行绩效评估，并促进培训机会。
运营卓越：
- 监督与会员教育、参与及邮购药房注册活动相关的日常运营。
- 确保所有团队互动均遵守既定指南、协议和合规标准。
会员体验与倡导：
- 支持团队成员为会员提供富有同理心、以解决方案为导向的服务，确保准确评估并满足其需求。
- 指导专员使用激励技巧和个性化方法，帮助会员就其药房福利做出明智选择。
战略举措支持：
- 协调团队参与特殊项目、活动和季节性事件，如年度注册期（AEP）
- 与管理层、质量保证（QA）及跨职能合作伙伴合作，实施新举措，分享见解并推动创新。
质量与合规：
- 监控通话质量、转化率和活动成果；识别流程改进领域并实施解决方案。
- 对团队成员遵循既定政策、话术协议和保密要求负责。
- 确保该部门内服务的一致执行和交付。
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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
40Pay 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 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, 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 at Humana.com and at CenterWell.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.
Originally posted on Himalayas