Consumer Engagement Representative Team Lead
H
HumanaHealthcare pharmacy
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, Hours of operation: 8a-11p EST Monday-Friday and 8a-6:30p EST Saturdays.Full-TimeLead
Salary$48,300 - $65,900 per year. This job is eligible for a bonus incentive plan.
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Job Details
- Experience
- 2+ years of experience required; 3+ years preferred.
- Required Skills
- Microsoft ExcelCustomer servicePowerPoint
Requirements
- High school diploma or equivalent.
- At least 2 years of experience in customer service, consumer engagement, pharmacy benefits, customer service leadership, healthcare, or related operational roles.
- Experience working in a structured, metric-driven environment with daily, weekly, and monthly performance goals.
- Ability to navigate multiple systems and documentation tools simultaneously.
- Ability to report insights to senior leadership staff.
- Commitment to protecting member privacy and complying with regulatory guidelines.
- Experience building relationships with individuals at all levels.
- Preferred: 3+ years of experience in consumer engagement, customer service leadership, or related operations.
- Preferred: experience supporting enrollment, benefits, client education, or healthcare engagement programs.
- Preferred: experience leading teams or projects and developing or mentoring team members.
- Preferred: experience with CRM systems or digital engagement tools, and intermediate to advanced Microsoft Excel and PowerPoint.
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 and specific products.
- Partner with supervisors and the QA team to improve call quality and meet department conversion goals.
- Lead administrative, operational, and customer support functions requiring independent initiative and sound judgment.
- Collaborate with leadership to support best practices and innovative solutions.
- Guide team members by modeling a growth mindset and identifying development and performance improvement opportunities.
- Own critical processes and drive efficiency, accuracy, and execution.
- Support special campaigns and seasonal initiatives, including the Annual Enrollment Period.
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