Consumer Engagement Representative
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Job Description
Consumer Engagement Representative explaining mail-order pharmacy benefits for CenterWell Pharmacy, Humana’s integrated pharmacy and healthcare services business. Guiding members through enrollment and improving consumer experience via live calls.
Responsibilities:
- Explain mail-order pharmacy benefits, medication delivery timelines, refill processes, and savings potential
- Use motivational education techniques during live member calls
- Assess customer needs and provide personalized solutions aligned with health benefits
- Navigate systems to identify enrollment opportunities and complete required steps accurately
- Follow scripting protocols while maintaining natural, member-centered conversations
- Partner with supervisors and the QA team to improve call quality and meet conversion goals
- Support special campaigns and seasonal initiatives, including the Annual Enrollment Period
- Maintain confidentiality, professionalism, and empathy when handling sensitive health or medication concerns
- Report insights to leadership staff
- Work toward daily, weekly, and monthly performance goals
Requirements:
- High school diploma or equivalent required
- 1+ year experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles
- Ability to work in a structured, metric-driven environment with daily, weekly, and monthly performance goals
- Comfortable navigating multiple systems and documentation tools simultaneously
- Ability to report insights to leadership staff
- Commitment to protecting member privacy and complying with regulatory guidelines
- Passion for improving consumer experiences
- Able to work shifts between 8:00 a.m. and 11:00 p.m. EST Monday-Friday and 8:00 a.m. and 6:30 p.m. EST Saturday
- Minimum home internet speed of 25 Mbps download and 10 Mbps upload
- Ability to work from a dedicated space without ongoing interruptions to protect PHI/HIPAA information
- Preferred: 2+ years' experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles
- Preferred: Experience supporting enrollment, benefits, client education, or healthcare-related engagement programs
- Preferred: Experience with technology platforms, CRM systems, or digital engagement tools
- Preferred: Intermediate to advanced Microsoft Suite experience, including Excel and PowerPoint
- Preferred: Familiarity with PBM systems, Humana tools, or pharmacy benefit structures
- Bilingual Spanish/English is a plus
Benefits:
- Bonus incentive plan
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company holidays
- Personal holidays
- Paid parental leave
- Paid caregiver leave
- Short-term disability
- Long-term disability
- Life insurance
- Self-provided internet service for home work, with required minimum speeds of 25 Mbps download and 10 Mbps upload
- Remote work from a dedicated space lacking ongoing interruptions
- Home or hybrid home/office work arrangement
- Occasional travel to Humana offices for training or meetings
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