Operational Performance Coach

Operational Performance Coach

The Operational Performance Coach plays a critical role in driving prescription conversion and member education for Humana's CenterWell Pharmacy. This role is accountable for leading sales strategy within RxEducation, ensuring team alignment on goals, monitoring performance, and partnering across internal and vendor operations.

The Operational Performance Coach will ensure consistent coaching, compliance, and measurement of sales activities while supporting Humana's mission to improve member experience, health outcomes, and long-term engagement.

Key Responsibilities:

• Lead sales performance strategy for RxEducation across internal and vendor sites, ensuring alignment with Humana's mission, compliance standards, and conversion goals.
• Partner with Associate Directors, Supervisors, Enterprise and Operational Leaders to monitor, measure, and improve prescription conversion performance.
• Own weekly, monthly, and quarterly performance reporting on sales activities, trends, and opportunities for optimization.
• Establish and manage a cadence of coaching and performance improvement plans for sales-focused teams.
• Collaborate with QA, Compliance, and Training Managers to ensure sales processes are ethical, compliant, and effective.
• Audit and develop scripts, objection handling techniques, and engagement strategies that support education-first member interactions.
• Monitor key sales metrics (conversion rates, adherence, call quality, etc.) and translate insights into action plans.
• Drive collaboration across vendors by participating in WBRs, MBRs, and QBRs with enterprise stakeholders.
• Contribute to forecasting, workforce planning, and budgeting related to sales performance and conversion targets.
• Champion Humana's core values of caring, curiosity, and commitment through leadership and team engagement.

Required Qualifications:

• 5 or more years of experience in call center sales leadership or pharmacy operations management.
• Proven ability to lead and motivate sales teams to achieve or exceed conversion targets.
• Strong knowledge of healthcare compliance, pharmacy operations, and member engagement practices.
• Demonstrated success in performance reporting, coaching, and accountability frameworks.
• Knowledge of call center systems, reporting tools, and Microsoft Office Suite.
• 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 and influence business stakeholders, vendors and onsite/remote teams at all levels in the organization.

Preferred Qualifications:

• Bachelor's degree in Business, Healthcare Administration, or related field.
• Previous experience in a Pharmacy Benefit Manager (PBM) or healthcare payer environment.
• Lean Six Sigma or similar process improvement certification.
• Experience working in multi-site operations with vendor management oversight.
• Ability to apply knowledge of new technology and business management concepts to improve operations.
• Project Management experience and/or PMP certification Project Management Institute.

Additional Information:

Work Style: Hybrid (Remote/Onsite): Humana's Orlando, FL RxEducation facility and aligned vendor sites.

Travel: 25% (Domestic and International)

Work at Home/Remote Requirements: To ensure Hybrid Office/Home associates' ability to work effectively, the self-provided internet service of Hybrid Office/Home associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Associates 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 associates with telephone and computer 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.

HireVue Statement: As part of our hiring process for this opportunity, we will be using an exciting 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.

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.

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.

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.