Consumer Engagement Representative Team Lead

humana; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Humana seeks a dynamic Consumer Engagement Representative 4 (Team Lead) for the Rx Education x Enrollment team within CenterWell Pharmacy. You will lead enrollment, education, and engagement activities while driving call quality and performance improvements.

The role requires strong communication, emotional intelligence, and a customer‑centric approach to improve convenience and health outcomes. Remote work across multiple states is available.

Qualifications

• 2+ years in customer service, consumer engagement, pharmacy benefit, or related roles.
• Experience in customer service leadership within a structured, metric-driven environment.
• Ability to navigate multiple systems and report insights to senior leadership.
• Commitment to protecting member privacy and regulatory compliance.
• Passion for improving consumer experiences.

Responsibilities

• Serve as an expert in mail-order pharmacy benefits and delivery timelines.
• Oversee enrollment, education, engagement, and activation for client groups.
• Partner with supervisors and QA to improve call quality and hit goals.
• Lead administrative, operational, and customer support functions with initiative.
• Operate with minimal oversight as a key team resource and leader.
• Mantain confidentiality while exhibiting professionalism and leadership.
• Collaborate with leadership to drive best practices and innovations.
• Inspire and guide team members with a growth mindset and development focus.
• Own critical processes to drive efficiency, accuracy, and excellence.
• Support campaigns, such as Annual Enrollment Period.

Skills

Customer service

Team leadership

Healthcare knowledge

CRM systems

Privacy compliance

Education

High school diploma or equivalent

Tools

Microsoft Excel

PowerPoint

CRM platforms

Job description

Become a part of our caring community

The Consumer Engagement Representative 4 (Team Lead) plays a key role in Humana's Rx Education x Enrollment team within CenterWell Pharmacy, supporting strategic initiatives that elevate consumer experience and drive continuous improvement. This Team Lead role is ideal for a highly motivated, competitive individual who thrives on new challenges and is driven to deliver excellence.

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.

Important Responsibilities

• Serve as an expert in mail-order pharmacy benefits, including medication delivery timelines, refill processes, and savings potential.
• Oversee enrollment, education, engagement, and activation activities for client groups across all segments, and for specific products as needed.
• Partners with supervisors and QA team to continuously improve call quality and meet department conversion goals.
• Lead advanced and highly specialized administrative, operational, and customer support functions requiring strong independent initiative, sound judgment, and decision‑making.
• Operate within broad guidelines with minimal oversight while serving as a key resource and leader within the team.
• Maintain a high level of confidentiality while demonstrating professionalism, emotional intelligence, and strong leadership competencies.
• Collaborate closely with leadership to drive best practices and support innovative solutions.
• Inspire and guide team members by modeling a growth mindset, fostering engagement, and identifying opportunities for development and performance improvement.
• Serve as an owner of critical processes, driving efficiency, accuracy, and excellence in execution.
• Support special campaigns or seasonal initiatives, such as the Annual Enrollment Period (AEP), as needed.

Who You Are

A dynamic and forward‑thinking leader who excels in fast‑paced, evolving environments.

Self‑driven, and motivated to set high standards-and exceed them.

Experience building relationships with individuals at all levels.

Operate independently, making informed decisions, and leading teams through change.

Passionate about innovation, continuous improvement, and delivering exceptional consumer experiences.

Required Qualifications

• High school diploma or equivalent required
• 2+ years of experience in customer service, consumer engagement, pharmacy benefit, customer service leadership, 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 Sr 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 Experience

• 3+ years of experience in consumer engagement, customer service leadership, or related operational roles.
• Experience supporting enrollment, benefits, client education, or healthcare-related engagement programs.
• Expertise leading teams or projects in a fast‑paced, environment.
• Experience managing complex administrative or operational processes with accuracy.
• History of developing, or mentoring team members.
• Experience using 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 Humana tools or pharmacy benefit structures.

Additional Information

This is a Work At Home Position (Remote) available in the following states: AZ, OH, TX, CO, VA, NC, FL, IN, OK, TN, or KY

Able to work a shift M-F, during hours of operation 8a-11p EST; Saturdays 8a-6:30p EST

We provide training to include compliance, systems navigation, motivational education, and product knowledge.

Bilingual (Spanish/English) a bonus but not preferred or required for this role.

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. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects