Consumer Engagement Representative

Humana

Consumer Engagement Representative educating Humana members about CenterWell Pharmacy benefits and mail-order services. Guiding enrollment decisions through personalized calls, system navigation, and privacy-conscious support.

Posted 8/4/2026full-timeRemote • Arizona • 🇺🇸 United StatesJunior💰 $40,000 - $52,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and consumer engagement within the healthcare sector, with a strong focus on personalized solutions and compliance with regulatory guidelines. Proficient in navigating multiple systems and tools to enhance member experiences and support enrollment processes.

Highest-signal resume keywords

Customer Service ExperienceHealthcare EngagementRegulatory ComplianceCRM Systems ProficiencyBilingual Spanish/English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementMedication Delivery ProcessesEnrollment SupportPharmacy Benefit KnowledgeData ReportingMicrosoft ExcelMicrosoft PowerPointMetric-Driven PerformanceScripting ProtocolsMotivational Education Techniques

Soft Skills

EmpathyProfessionalismCommunicationProblem-SolvingCollaboration

Tools & Technologies

Technology PlatformsDigital Engagement ToolsPBM SystemsDocumentation Tools

Industry Keywords

HealthcarePharmacy BenefitsConsumer ExperienceHIPAA ComplianceAnnual Enrollment Period

About the role

Key responsibilities & impact

Explain mail-order pharmacy benefits, medication delivery timelines, refill processes, and savings potential
Use motivational education techniques during live calls
Assess customer needs and provide personalized solutions aligned with health benefits
Navigate systems to identify enrollment opportunities and complete required steps accurately
Follow scripting protocols while maintaining natural, member-centered conversations
Partner with supervisors and the QA team to improve call quality and meet conversion goals
Support special campaigns and seasonal initiatives, including the Annual Enrollment Period
Maintain confidentiality, professionalism, and empathy when handling sensitive health or medication concerns
Report insights to leadership staff

Requirements

What you’ll need

High school diploma or equivalent required
1+ year of experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles
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 regulatory guidelines
Passion for improving consumer experiences
Availability for shifts between 8:00 a.m. and 11:00 p.m. EST Monday through Friday, and 8:00 a.m. to 6:30 p.m. EST Saturday
Minimum home internet speed of 25 Mbps download and 10 Mbps upload
Dedicated workspace without ongoing interruptions to protect member PHI/HIPAA information
Preferred: 2+ years of relevant experience
Preferred: experience supporting enrollment, benefits, client education, or healthcare engagement programs
Preferred: experience with technology platforms, CRM systems, or digital engagement tools
Preferred: intermediate to advanced Microsoft Suite experience, including Excel and PowerPoint
Preferred: familiarity with PBM systems, Humana tools, or pharmacy benefit structures
Bilingual Spanish/English is a plus

Benefits

Comp & perks

Bonus incentive plan based on company and/or individual performance
Medical benefits
Dental benefits
Vision benefits
401(k) retirement savings plan
Paid time off
Company holidays
Personal holidays
Paid parental leave
Paid caregiver leave
Short-term disability
Long-term disability
Life insurance
Self-provided internet service for work from home
Remote work arrangement