Consumer Engagement Representative 1

Become a part of our caring community   The Consumer Engagement Representative 1 plays a key role in Humana’s Rx Education x 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.

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 team 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+ 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. 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. 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.

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. Bilingual (Spanish/English) a plus. Must have the ability to work a shift anytime during Hours of Operation, Monday - Friday, 8:00am - 11:00pm ET, and Saturday, 8:00am - 6:30pm ET.   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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.   Travel: While this is a remote position, occasional travel to