[Remote] Supervisor, Consumer Engagement at Humana

Arizona, United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Minimum two years of leadership experience in a call center, healthcare, or pharmacy environment
Strong coaching and people-development skills
Ability to provide constructive feedback and monitor and recommend improvements
Minimum three years of customer service and/or sales experience with a demonstrated ability to meet or exceed sales/conversion goals
Proficiency in Microsoft Office Word, Excel, Outlook, PowerPoint, and call center systems
Strong attention to detail, organizational, and analytical skills
Ability to manage multiple priorities and/or projects
Excellent communication and presentation skills
Ability to work with business stakeholders, vendors, and remote teams at all levels
Preferred: 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)
Ability to work an 8-hour shift for 40 hours a week, Monday to Friday, between 8 a.m.-8 p.m
Remote work at home location

Responsibilities

Oversee a team of 20-25 Rx Education advocates
Educate agents on processes, motivate them to achieve conversion and quality goals
Evaluate agent performance through consistent coaching and monitoring
Conduct regular side-by-sides, quality reviews, and performance coaching sessions
Track and report on daily team performance, including conversions, call handling time, 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

Skills

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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