Supervisor, Consumer Engagement

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Oversee, inspire, and enhance the capabilities of Consumer Engagement associates.

• Promote exceptional service and meet performance objectives.

• Encourage engagement, teamwork, continuous enhancement, and alignment with Humana values.

• Provide ongoing feedback, carry out performance evaluations, and lead training sessions.

• Manage member education, engagement initiatives, and mail-order pharmacy enrollment processes.

• Ensure compliance with guidelines, protocols, and regulatory standards.

• Advocate for empathetic, solutions-focused member service.

• Assist associates in employing motivational techniques and tailored pharmacy benefit education.

• Organize team involvement in special projects, campaigns, and events related to the Annual Enrollment Period.

• Collaborate with management, QA, and cross-functional teams on innovative initiatives.

• Evaluate call quality, conversion metrics, and campaign results.

• Recognize opportunities for process enhancements and execute solutions.

• Uphold policies, scripting standards, confidentiality mandates, and consistent service delivery.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Over 2 years of supervisory experience in customer service, consumer engagement, pharmacy benefits, healthcare, or related operational roles.

• Candidates must reside in AZ, TX, FL, OH, NC, KY, IN, CO, OK, TN, or VA.

• Must meet Work at Home eligibility criteria, including adequate internet speed and a dedicated workspace.

• Capability to operate effectively in a structured, metric-driven environment with daily, weekly, and monthly performance targets.

• Proficiency in Microsoft Office Suite: Word, PowerPoint, Excel.

• Dedication to operational excellence and ongoing improvement.

• Proven ability to motivate teams and enhance engagement.

• Strong passion for enhancing consumer experiences.

• Associate's or Bachelor's Degree is preferred.

• Excellent communication, coaching, and problem-solving abilities.

• Knowledge of pharmacy benefit offerings, mail-order procedures, and member advocacy.

• Familiarity with technology platforms such as Genesys, Verint, Workday, or digital engagement tools.

• Understanding of PBM systems, Humana tools, or pharmacy benefit frameworks.

• Basic knowledge of economic, financial, and operational principles.

• Bilingual in Spanish and English is advantageous but not mandatory.

• Availability to work Monday through Friday from 8:00 am to 11:00 pm ET and Saturday from 8:00 am to 6:30 pm ET.

• Minimum internet requirements of 25 Mbps download and 10 Mbps upload.

• A dedicated workspace free from interruptions to safeguard member PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on both company and individual performance.

• Access to medical, dental, and vision coverage.

• 401(k) retirement savings program.

• Paid time off.

• Company and personal holiday leave.

• Paid parental and caregiver leave.

• Short-term and long-term disability insurance.

• Life insurance coverage.

• Opportunity to work from home.

• Occasional travel to Humana offices for training or meetings may be required.