Consumer Engagement Representative 1

About the Role

The Consumer Engagement Representative 1 oversees enrollment, education, engagement, and activation duties for client groups. This position 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
• 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

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 states: AZ, TX, FL, OH, NC, KY, IN, CO, OK, TN, VA
• Meet all Work at Home (WAH) eligibility requirements including ability to provide and maintain satisfactory internet speeds 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
• Passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Experience

• 2+ years experience in customer service, consumer engagement, pharmacy benefit, or healthcare