Consumer Engagement Representative 1

About the Role

The ideal candidate will have excellent communication skills, emotional intelligence, and a customer-centric approach. You will be working in a fast-paced environment, navigating multiple systems and documentation tools simultaneously, and reporting insights to leadership staff.

What You Will Do

• Serve as an 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
• Accurately 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
• Adhere to scripting protocols while maintaining a natural, member-centered conversation style
• Partner with supervisors and QA teams to continuously improve call quality and meet conversion goals
• Support special campaigns or seasonal initiatives, such as the Annual Enrollment Period (AEP), as needed
• Maintain confidentiality, professionalism, and empathy in all interactions, especially when handling sensitive health or medication concerns
• Utilize your skills to make a positive impact on customers' lives

What We Are Looking For

• High school diploma or equivalent required
• 1+ years of experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles
• Ability to reside in one of the approved Work at Home (WAH) state locations: AZ, TX, FL, OH, NC, KY, IN, CO, OK, TN, VA
• Meet all Work at Home (WAH) eligibility requirements, including providing and maintaining satisfactory internet speeds and a separate workspace
• 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 all regulatory guidelines
• Passion for contributing to an organization focused on continuously improving consumer experiences

Nice to Have

• 2+ years of experience in customer service, consumer engagement, pharmacy benefit, healthcare, or related operational roles
• Experience supporting enrollment, benefits, client education, or healthcare-related engagement programs
• Intermediate to advanced experience with Microsoft suite (e.g., Excel, PowerPoint)
• Familiarity with PBM systems, Humana tools, or pharmacy benefit structures
• Associate degree or higher
• Bilingual (Spanish/English) a plus

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work remotely from an approved location
• Comprehensive training program, including compliance, systems navigation, motivational education, and product knowledge
• Professional development and growth opportunities
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment
• Flexible scheduling and work-life balance
• Recognition and rewards for outstanding performance

• When applying, make sure to highlight your experience with customer service software and tools, such as CRM systems or digital engagement platforms.
• Develop a strong understanding of pharmacy benefits and mail-order pharmacy services to stand out as a candidate.
• Create a dedicated workspace that meets the company's internet speed and security requirements to ensure a smooth remote work experience.
• Prepare for the interview by practicing your communication skills and be ready to provide examples of how you have handled difficult customer interactions in the past.
• Don't hesitate to ask about the company culture, team dynamics, and opportunities for professional growth during the interview process.
• Be prepared to discuss your experience with Excel and other Microsoft tools, as well as your ability to navigate multiple systems and documentation tools simultaneously.