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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 provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
SSN Alert:
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website.
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$40,000 - $52,300 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
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