Remote Consumer Engagement 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

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.