Consumer Engagement Representative 1

Become a part of our caring community The Consumer Engagement Representative 1 oversees the enrollment, education, engagement, and activation duties for client groups regardless of segment, and for product where warranted. The Consumer Engagement Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments. The Consumer Engagement Representative 1 plays a key role in Humana's Rx Education/Enrollment team within CenterWell Pharmacy by helping members understand their pharmacy benefit options, supporting members in transitioning from retail to mail-order services when appropriate, and supporting strategic initiatives that elevate consumer experience and drive continuous improvement. This position requires strong communication skills, emotional intelligence, and a passion for helping customers make informed decisions that improve convenience and support better health outcomes. Key Responsibilities: • Serve as an expert in mail-order pharmacy benefits, including medication delivery timelines, refill processes, and savings potential. • Use motivational education techniques to guide and inform members during live calls. • Accurately assess customer needs and offer personalized solutions that prioritize ease, care, and health benefit alignment. • Navigate systems to identify appropriate enrollment opportunities and execute required steps with accuracy. • Adhere to scripting protocols while maintaining a natural, member-centered conversation style. • Partners with supervisors and QA teams to continuously improve call quality and meet conversion goals. • Support special campaigns or seasonal initiatives, such as the Annual Enrollment Period (AEP), as needed. • Maintain confidentiality, professionalism, and empathy in all interactions, especially when handling sensitive health or medication concerns. Use your skills to make an impact Required Qualifications • High school diploma or equivalent required • 1+ years 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. • Comfortable navigating multiple systems and documentation tools simultaneously, and reporting insights to leadership staff. • Commitment to protecting member privacy and complying with all regulatory guidelines. • Must be passionate about contributing to an organization focused on continuously improving consumer experiences. Preferred Experience • 2+ years experience in customer service, consumer engagement, pharmacy benefit, healthcare or related operational roles. • Experience supporting enrollment, benefits, client education, or healthcare-related engagement programs. • Experience leveraging technology platforms, CRM systems, or digital engagement tools to support consumer or client interactions. • Intermediate to advanced experience with Microsoft suite (i.e., Excel, PowerPoint) • Familiarity with PBM systems, Humana tools, or pharmacy benefit structures. • Associate degree or higher • Bilingual (Spanish/English) a plus. 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 M-F, during hours of operation 8a-8p EST; with the possibility of a Saturdays and or Sunday shift during the hours of 8:00am -6:30pm EST. • Training is provided and will include compliance, systems navigation, motivational education, and product knowledge. Additional Information: 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. 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. 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 provid...