Consumer Engagement Representative 1

Become a part of our caring community 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. 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 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. Required Qualifications High school diploma or equivalent required 1+ years experience in customer service, consumer engagement, pharmacy benefit, healthcare or related operational roles. Must reside in the state of Florida. 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. Preferred Qualifications 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. Additional Information This is an in-office opportunity onsite at Orlando, FL location. Must reside in the state of Florida. Able to work a shift M-F, during hours of operation 8a-8p EST; with the possibility of a Saturday 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. 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. $40,000 - $52,300 per year This 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. 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. Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options #J-18808-Ljbffr Humana Inc