Consumer Engagement Representative 1

CenterWell

1d • Remote

About The Position

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.

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.

Nice To Haves

• 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.

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

Benefits

• 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
• many other opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED