Consumer Engagement Representative

Humana•Indianapolis, IN

3d•$40,000 - $52,300•Remote

About The Position

The Consumer Engagement Representative 1 oversees enrollment, education, engagement, and activation for client groups across segments and, where warranted, products. The role performs routine administrative, clerical, operational, customer support, and computational tasks, contributing to business strategy by understanding benefit offerings, identifying member education opportunities, promoting use of available resources, and guiding clients on those resources. Work is performed under close supervision and within established policies, guidelines, quality standards, priorities, and timelines, with limited discretion to deviate. The position handles a blend of inbound and outbound telephonic calls using a blended dialer, averaging 30 to 50 calls per day. It is remote work from home and requires a dedicated workspace that protects member PHI/HIPAA information, along with internet service meeting specified speed requirements. Occasional travel to Humana offices for training or meetings may be required. The scheduled workweek is 40 hours, with work scheduled between 8:00 AM and 8:00 PM Eastern; schedules may be five 8-hour days or, with leadership approval, four 10-hour days. Training must be attended Monday through Friday between 10:00 AM and 7:00 PM Eastern.

Requirements

Customer service experience in a telephonic-based environment.
Intermediate proficiency with Microsoft Office Word, Excel, Outlook, and PowerPoint.
Ability to navigate multiple systems and platforms.
Ability to troubleshoot and resolve basic technical difficulties in a remote environment.
Ability to attend training Monday through Friday between 10:00 AM and 7:00 PM Eastern.
Ability to work a 40-hour week between 8:00 AM and 8:00 PM Eastern, with flexibility for five 8-hour days or, with leadership approval, four 10-hour days.
For work from home, internet service with at least 25 Mbps download and 10 Mbps upload speeds.
Ability to work from a dedicated space without ongoing interruptions to protect member PHI/HIPAA information.

Nice To Haves

At least 1 year of experience assisting members in a high-volume call center environment.
Associate's or Bachelor's degree.
Sales experience.
Fluency in speaking and reading Spanish.

Responsibilities

Oversee enrollment, education, engagement, and activation responsibilities for client groups across segments and, where warranted, products.
Understand benefit offerings to support enrollment success.
Identify member education opportunities and encourage maximum use of available resources.
Direct clients on how to use available resources.
Perform routine administrative, clerical, operational, customer support, and computational tasks.
Handle inbound and outbound telephonic calls using a blended dialer, averaging 30 to 50 calls daily.