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The Supervisor is responsible for overseeing a team of Humana CenterWell Pharmacy Rx Education Advocates. This role ensures daily operational excellence by educating agents on processes, motivating them to achieve conversion and quality goals, and evaluating their performance through consistent coaching and monitoring. The Supervisor plays a pivotal role in Humana’s mission to improve member health, compliance, and overall experience by fostering a culture of accountability, compassion, and results. Failure to backfill this position would risk a decline in operational effectiveness, potentially impacting team morale, productivity, and overall associate experience. Filling this position will result in standard budgetary expenses associated with salary and benefits for the Supervisor role.

The Supervisor leads a team of 20 – 25 Rx Education advocates, managing daily operations and ensuring performance expectations are met.

**Educate:** Provide ongoing training reinforcement, clarify workflows, and support agents in navigating systems, scripts, and compliance guidelines.

**Motivate:** Inspire agents to achieve daily conversion goals while maintaining high-quality, member-centered conversations.

**Evaluate:** Conduct regular side-by-sides, quality reviews, and performance coaching sessions to drive measurable improvement.

+ Track and report on daily team performance, including conversions, call handling time (HT), 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.

Use your skills to make an impact

Required Qualifications

+ Minimum two, (2) years of leadership experience in a call center, healthcare and/or pharmacy environment, including hiring, training, coaching and termination.

+ Strong coaching and people-development skills, with the ability to provide constructive feedback and monitor and recommend improvements to improve team compliance, quality and productivity.

+ Minimum three, (3) years of customer service and/or sales related experience with a demonstrated ability to meet or exceed sales/conversion goals in a compliance-driven environment.

+ Proficiency using Microsoft Office Word, Excel, Outlook PowerPoint, navigating multiple systems and platforms and ability to troubleshoot and resolve basic technical difficulties in a remote environment.

+ Proficient in call center systems, reporting tools, etc.

+ Strong attention to detail, organizational and analytical skills with the ability to manage multiple priorities and/or projects.

+ Excellent communication and presentation skills with the ability to work with business stakeholders, vendors and remote teams at all levels in the organization in a collaborative, team environment.

Preferred Qualifications

+ 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).

Additional Information

**Workstyle:** Remote work at Home

**Location:** Must reside in one of the following states, Arizona, Colorado, Florida, Indiana, Kentucky, North Carolina, Oklahoma, Tennessee, Texas, Virginia

**Schedule:** Must be able to work an 8-hour shift for 40 hours a week, Mon - Fri, between the operating hours of 8 a.m.-8 p.m. EST (based on business need)

+ May be required to work weekends based on business needs (i.e., Saturday)

+ Fast-paced, high-volume environment with direct responsibility for agent performance. It requires flexibility to adjust to call volume surges and training schedules.

**Work at Home Guidance** 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. Satellite, cellular and microwave connection can be used only if approved by leadership. Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

**Interview Format** As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

**Bilingual Language Assessment** Any Humana employee who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

**SSN Alert** Humana values your personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [email protected] with instructions on how to add the information into your official application on Humana’s secure website.

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

Application Deadline: 10-09-2025

About us

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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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.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources