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Become a part of our caring community and help us put health first

The Consumer Engagement Advocate plays a key role in Humana’s RxEducation team by helping members understand their pharmacy benefit options and supporting them in transitioning from retail to mail-order services when appropriate. This position requires strong communication skills, emotional intelligence, and a passion for helping members make informed decisions that improve convenience, return time back to their lives, and support better health outcomes.

This role is not general customer service — it is a specialized function rooted in compliance, education, and conversion. Consumer Engagement Advocates expected to become subject matter experts in mail-order pharmacy and use a compassion-first approach to guide members toward optimal pharmacy solutions.

Vision Statement:

Compassion is our method. Compliance is our promise. Conversion is our measure.

Key Responsibilities:

+ 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 member needs and offers personalized solutions that prioritize ease, consistency, and health benefit alignment.

+ Navigate systems to identify appropriate redirection opportunities and execute required steps with accuracy.

+ Document member interactions with thoroughness and clarity in accordance with compliance standards.

+ 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 professionalism and empathy in all interactions, especially when handling sensitive health or medication concerns.

Use your skills to make an impact

Required Qualifications:

+ High school diploma or equivalent required

+ 2+ years of customer service, pharmacy benefit, or healthcare experience.

+ Strong verbal communication skills, with an ability to explain complex topics in plain language.

+ Proven ability to build rapport and drive action through consultative engagement.

+ 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.

Preferred Qualifications:

+ Associate or bachelor’s degree preferred.

+ Previous experience in a call center environment or redirection role.

+ Familiarity with PBM systems, Humana tools, or pharmacy benefit structures.

+ Bilingual (Spanish/English) a plus.

Additional Information:

+ This is an onsite role at our Orlando location.

+ Bonus structure available.

+ Training is provided and will include compliance, systems navigation, motivational education, and product knowledge.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$40,000 - $52,300 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.