Consumer Engagement Representative Team Lead

CenterWell•Indianapolis, IN

3d•$48,300 - $65,900•Remote

About The Position

The Consumer Engagement Representative 4 (Team Lead) supports Humana’s Rx Education x Enrollment team within CenterWell Pharmacy. The role helps advance strategic initiatives that improve consumer experience and continuous improvement, and supports customers in making informed decisions that improve convenience and health outcomes. The Team Lead serves as an expert in mail-order pharmacy benefits and provides leadership and guidance to team members while owning critical processes and supporting enrollment, education, engagement, and activation for client groups and products. This is a remote, work-at-home position available to candidates in AZ, OH, TX, CO, VA, NC, FL, IN, OK, TN, or KY. The employee must be able to work a Monday–Friday shift during operating hours of 8 a.m.–11 p.m. EST and Saturdays from 8 a.m.–6:30 p.m. EST. The role has 40 scheduled weekly hours. Training covers compliance, systems navigation, motivational education, and product knowledge. Occasional travel to Humana offices for training or meetings may be required. Home internet must provide at least 25 Mbps download and 10 Mbps upload, and employees must work in a dedicated space that protects member PHI/HIPAA information. The stated annual starting base-pay range is $48,300–$65,900, with individual pay varying according to location and job-related qualifications. The position is eligible for a bonus incentive plan based on company and/or individual performance. Humana offers medical, dental, and vision benefits; a 401(k) retirement savings plan; paid time off and company and personal holidays; paid parental and caregiver leave; short- and long-term disability; life insurance; and other benefits.

Requirements

High school diploma or equivalent.
At least 2 years of experience in customer service, consumer engagement, pharmacy benefits, customer service leadership, healthcare, or related operational roles.
Experience working in a structured, metric-driven environment with daily, weekly, and monthly performance goals.
Comfort navigating multiple systems and documentation tools simultaneously.
Commitment to protecting member privacy and complying with regulatory guidelines.
Strong communication skills, emotional intelligence, and the ability to help customers make informed decisions.
Ability to work independently, make informed decisions, and lead teams through change.
Passion for contributing to an organization focused on improving consumer experiences.
Ability to work the stated operating hours, including the Saturday schedule.
For work at home, internet service must provide at least 25 Mbps download and 10 Mbps upload, and the employee must have a dedicated workspace that protects member PHI/HIPAA information.

Nice To Haves

At least 3 years of experience in consumer engagement, customer service leadership, or related operational roles.
Experience supporting enrollment, benefits, client education, or healthcare-related engagement programs.
Experience leading teams or projects in a fast-paced environment.
Experience managing complex administrative or operational processes accurately.
Experience developing or mentoring team members.
Experience with technology platforms, CRM systems, or digital engagement tools for consumer or client interactions.
Intermediate to advanced Microsoft Office suite experience, such as Excel and PowerPoint.
Familiarity with Humana tools or pharmacy benefit structures.
Spanish/English bilingual ability is a bonus, but is not required or preferred.

Responsibilities

Serve as an expert in mail-order pharmacy benefits, including medication delivery timelines, refill processes, and savings potential.
Oversee enrollment, education, engagement, and activation activities for client groups across all segments and for specific products as needed.
Partner with supervisors and the QA team to improve call quality and meet department conversion goals.
Lead specialized administrative, operational, and customer-support functions, using independent initiative, sound judgment, and decision-making.
Operate with minimal oversight within broad guidelines and serve as a key team resource and leader.
Maintain confidentiality and demonstrate professionalism, emotional intelligence, and leadership.
Collaborate with leadership to promote best practices and support innovative solutions.
Guide and inspire team members by modeling a growth mindset, fostering engagement, and identifying development and performance-improvement opportunities.
Own critical processes and drive efficiency, accuracy, and executional excellence.
Support special campaigns or seasonal initiatives, including the Annual Enrollment Period, as needed.
Report insights to senior leadership staff.