Consumer Engagement Representative 1

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The Consumer Engagement Representative 1 plays a key role in Humana’s Rx Education x Enrollment team within Center Well 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.

• Be the 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.
• 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.
• Follow scripting protocols while maintaining a natural, member-centered conversation style.
• Partner with supervisors and QA team to improve call quality and meet conversion goals.
• Support special campaigns or seasonal initiatives, such as the Annual Enrollment Period (AEP).
• Maintain confidentiality, professionalism, and empathy in all interactions, especially when handling sensitive health or medication concerns.
• Use your skills to make an impact.

• High school diploma or equivalent required.
• 1+ year experience in customer service, consumer engagement, pharmacy benefit, healthcare or related operational roles.
• 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 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 applying 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.

Able to work a shift any time during the hours of , 8:00a - 11:00p EST, Mon-Friday and Saturday, 8:00a - 6:30p EST.

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.

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

40

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 year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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…