Consumer Engagement Representative

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Provide explanations of mail-order pharmacy benefits, medication delivery timelines, refill processes, and potential savings.

• Employ motivational education techniques during live calls with members.

• Evaluate customer needs and deliver tailored solutions that align with their health benefits.

• Navigate systems to discover enrollment opportunities and accurately complete necessary steps.

• Adhere to scripting protocols while maintaining natural, member-focused conversations.

• Collaborate with supervisors and the QA team to enhance call quality and achieve conversion objectives.

• Assist with special campaigns and seasonal initiatives, including the Annual Enrollment Period.

• Uphold confidentiality, professionalism, and empathy when addressing sensitive health or medication issues.

• Share insights with leadership staff.

• Strive to meet daily, weekly, and monthly performance targets.

⛳️ Requirements

• High school diploma or equivalent is required.

• At least 1 year of experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles.

• Capability to operate in a structured, performance-driven environment with established daily, weekly, and monthly goals.

• Comfort in navigating multiple systems and documentation tools concurrently.

• Ability to communicate insights to leadership personnel.

• Dedication to safeguarding member privacy and adhering to regulatory standards.

• Enthusiasm for enhancing consumer experiences.

• Availability to work shifts between 8:00 a.m. and 11:00 p.m. EST Monday to Friday and 8:00 a.m. to 6:30 p.m. EST on Saturday.

• Minimum home internet speed of 25 Mbps download and 10 Mbps upload.

• Capability to work from a dedicated space without continuous interruptions to protect PHI/HIPAA information.

• Preferred: Over 2 years of experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles.

• Preferred: Experience in supporting enrollment, benefits, client education, or healthcare-related engagement programs.

• Preferred: Familiarity with technology platforms, CRM systems, or digital engagement tools.

• Preferred: Intermediate to advanced skills in Microsoft Suite, including Excel and PowerPoint.

• Preferred: Knowledge of PBM systems, Humana tools, or pharmacy benefit structures.

• Bilingual in Spanish and English is a plus.

🏝️ Benefits

• Bonus incentive plan.

• 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 home work, with required minimum speeds of 25 Mbps download and 10 Mbps upload.

• Remote work from a dedicated space free from ongoing interruptions.

• Home or hybrid home/office work arrangement.

• Occasional travel to Humana offices for training or meetings.