Consumer Engagement Representative 1

The Consumer Engagement Representative 1 supports member education, enrollment, and engagement for Humana's Rx Education/Enrollment team within CenterWell Pharmacy. The role involves assisting members with pharmacy benefits, supporting transitions to mail-order services, and contributing to initiatives that enhance consumer experience.

Location: Remote (US)

Salary: $40,000 - $52,300 per year

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.
• Partner 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.

Requirements

• 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.

Benefits

• Competitive salary of $40,000 - $52,300 per year.
• Eligible for a bonus incentive plan based on performance.
• Humana offers medical, dental, and vision benefits, 401(k) plan, paid time off, holidays, volunteer leave, parental and caregiver leave, disability insurance, life insurance, and more.

Additional Information

• This is a Work at Home (WAH) opportunity with specific state residency requirements.
• Shift hours are M-F, 8a-8p EST, with possible weekend shifts.
• Training includes compliance, systems navigation, motivational education, and product knowledge.
• Internet requirements include minimum speeds of 25 Mbps download and 10 Mbps upload.
• Occasional travel to Humana offices may be required for training or meetings.
• Applicants may be asked to provide their SSN during the hiring process.