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 x 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. Key Responsibilities: Be the 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. 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. Follow scripting protocols while maintaining a natural, member-centered conversation style. Partner with supervisors and QA team to improve call quality and meet conversion goals. Support special campaigns or seasonal initiatives, such as the Annual Enrollment Period (AEP). 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 1+ year experience in customer service, consumer engagement, pharmacy benefit, 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 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 Qualifications 2+ years' experience in customer service, consumer