Consultative Pharmacy Technician 2, Consumer Engagement

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The Consumer Engagement, Consultative Pharmacy Technician advocate plays a key role in Humana's Rx Education team by helping members understand their pharmacy benefit options and supporting them in transitioning from retail to mail-order services when appropriate. This position requires strong communication skills, emotional intelligence, and a passion for helping members make informed decisions that improve convenience and support better health outcomes.

Consumer Engagement, Consultative Pharmacy Technician addresses questions related to specific assigned areas such as CenterWell Pharmacy and assists with Rx Education/Enrollment processes, medication research, triages calls that require consultation with a pharmacist, may make outbound calls to patients to offer medication therapy management programs and schedule medication review sessions with consultative pharmacists. This role is a specialized function rooted in compliance, education, and conversion. Consumer Engagement, Consultative Pharmacy Technicians are expected to become subject matter experts in mail-order pharmacy and use a compassion-first approach to guide members toward optimal pharmacy solutions.

Key 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 member 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.
• Document member interactions with thoroughness and clarity in accordance with compliance standards.
• 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

Required Qualifications

• High school diploma or equivalent required
• 2+ years customer service, pharmacy benefit, Pharm Tech, or healthcare experience.
• Must have an active Pharmacy Technician License.
• All Techs must be licensed and Certified (vs Registered) and must reside in the state of Florida (not a nearby state). The state license must be active in the state of residency.
• Ability to fulfill Annual Verification of license by required deadline.
• Strong verbal communication skills, with an ability to explain complex topics in plain language.
• Proven ability to build rapport and drive action through consultative engagement.
• Ability to work in a structured, metric-driven environment with daily, weekly, and monthly performance goals.
• Comfortable navigating multiple systems and documentation tools simultaneously.
• 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.

Preferred Qualifications

• Associate degree or higher
• Previous experience in a call center environment or pharmacy tech role.
• Familiarity with PBM systems, Humana tools, or pharmacy benefit structures.
• Bilingual (Spanish/English) a plus.

Additional Information

• This is an in-office position onsite in Orlando, FL.
• Able to work a shift M-F, during hours of operation 8a-8p EST; with the possibility of a Saturdays and or Sunday shift during the hours of 8:00am -6:30pm EST.
• Training is provided and will include compliance, systems navigation, motivational education, and product knowledge.

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

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.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

SSN Alert:

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from View email address on click.appcast.io with instructions on how to add the information into your official application on Humana's secure website.

Scheduled Weekly Hours: 40

Pay Range: $43,000 - $56,200 per year

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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

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.