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Consumer Engagement Representative – Team Lead
CenterWell Senior Primary Care. Serve as an expert in mail-order pharmacy benefits, medication delivery timelines, refill processes, and savings potential .
About the role
Key responsibilities & impact- Serve as an expert in mail-order pharmacy benefits, medication delivery timelines, refill processes, and savings potential
- Oversee enrollment, education, engagement, and activation activities for client groups and products
- Partner with supervisors and the QA team to improve call quality and meet conversion goals
- Lead advanced administrative, operational, and customer support functions
- Operate independently with minimal oversight as a key team resource and leader
- Maintain confidentiality, professionalism, emotional intelligence, and leadership
- Collaborate with leadership to drive best practices and innovative solutions
- Inspire and guide team members, fostering engagement and identifying development and performance-improvement opportunities
- Own critical processes to drive efficiency, accuracy, and execution excellence
- Support special campaigns and seasonal initiatives, including the Annual Enrollment Period
Requirements
What you’ll need- 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
- Experience working in a structured, metric-driven environment with daily, weekly, and monthly performance goals
- Comfortable navigating multiple systems and documentation tools simultaneously
- Experience reporting insights to senior leadership staff
- Commitment to protecting member privacy and complying with regulatory guidelines
- Ability to work shifts Monday–Friday during 8 a.m.–11 p.m. EST and Saturdays 8 a.m.–6:30 p.m. EST
- Minimum home internet speed of 25 Mbps download and 10 Mbps upload
- Dedicated workspace without ongoing interruptions to protect PHI/HIPAA information
- Preferred: 3+ years of experience in consumer engagement, customer service leadership, or related operational roles
- Preferred: Experience supporting enrollment, benefits, client education, or healthcare-related engagement programs
- Preferred: Experience leading teams or projects in a fast-paced environment
- Preferred: Experience managing complex administrative or operational processes
- Preferred: History of developing or mentoring team members
- Preferred: Experience with technology platforms, CRM systems, or digital engagement tools
- Preferred: Intermediate to advanced Microsoft Suite experience, including Excel and PowerPoint
- Preferred: Familiarity with Humana tools or pharmacy benefit structures
- Spanish/English bilingual ability is a bonus, not required
Benefits
Comp & perks- Bonus incentive plan based on company and/or individual performance
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off
- Company and personal holidays
- Paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance
- Training including compliance, systems navigation, motivational education, and product knowledge
- Remote work arrangement
- Home office work setup with dedicated workspace
- Occasional travel to Humana offices for training or meetings