Consumer Engagement Representative Team Lead

Become a part of our caring community
The Consumer Engagement Representative 4 (Team Lead) plays a key role in Humana’s Rx Education x Enrollment team within CenterWell Pharmacy, supporting strategic initiatives that elevate consumer experience and drive continuous improvement. This Team Lead role is ideal for a highly motivated, competitive individual who thrives on new challenges and is driven to deliver excellence.

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.

Important 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.
• Partners with supervisors and QA team to continuously improve call quality and meet department conversion goals.
• Lead advanced and highly specialized administrative, operational, and customer support functions requiring strong independent initiative, sound judgment, and decision‑making.
• Operate within broad guidelines with minimal oversight while serving as a key resource and leader within the team.
• Maintain a high level of confidentiality while demonstrating professionalism, emotional intelligence, and strong leadership competencies.
• Collaborate closely with leadership to drive best practices and support innovative solutions.
• Inspire and guide team members by modeling a growth mindset, fostering engagement, and identifying opportunities for development and performance improvement.
• Serve as an owner of critical processes, driving efficiency, accuracy, and excellence in execution.
• Support special campaigns or seasonal initiatives, such as the Annual Enrollment Period (AEP), as needed.

Use your skills to make an impact

Who You Are

• A dynamic and forward‑thinking leader who excels in fast‑paced, evolving environments.
• Self‑driven, and motivated to set high standards—and exceed them.
• Experience building relationships with individuals at all levels.
• Operate independently, making informed decisions, and leading teams through change.
• Passionate about innovation, continuous improvement, and delivering exceptional consumer experiences.

Required Qualifications

• High school diploma or equivalent required
• 2+ years of experience in customer service, consumer engagement, pharmacy benefit, customer service leadership, 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 Sr 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.

Preferred Experience

• 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.
• Expertise leading teams or projects in a fast‑paced, environment.
• Experience managing complex administrative or operational processes with accuracy.
• History of developing, or mentoring team members.
• Experience using 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 Humana tools or pharmacy benefit structures.

Additional Information

• This is a Work At Home Position (Remote) available in the following states: AZ, OH, TX, CO, VA, NC, FL, IN, OK, TN, or KY
• Able to work a shift M-F, during hours of operation 8a-11p EST; Saturdays 8a-6:30p EST
• We provide training to include compliance, systems navigation, motivational education, and product knowledge.
• Bilingual (Spanish/English) a bonus but not preferred or required for this role.

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

Scheduled Weekly Hours

40

Pay 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.$48,300 - $65,900 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 10-22-2026

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.