Consumer Engagement, Consultative Pharmacy Technician

The Consumer Engagement, Consultative Pharmacy Technician 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 and support better health outcomes.

Consumer Engagement, Consultative Pharmacy Technician addresses questions related to specific assigned areas and assists with medication research, triages calls that require consultation with a pharmacist, makes outbound calls to patients to offer medication therapy management programs, and schedules medication review sessions with consultative pharmacists. This role is a specialized function rooted in compliance, education, and conversion. Consumer Engagement, Consultative Pharmacy Technician are expected to become subject matter experts in mail-order pharmacy and use a compassion-first approach to guide members toward optimal pharmacy solutions.

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 offer personalized solutions that prioritize ease, care, and health benefit alignment.
• Navigate systems to identify appropriate enrollment 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.

Required Qualifications

• High school diploma or equivalent required
• 2+ years customer service, pharmacy benefit, Pharm Tech, or healthcare experience.
• Must have an active Pharmacy Technician.
• All Techs must be licensed and Certified (vs Registered) and must reside in Florida (not a nearby state). This opportunity is specific to FL.
• Ability to fulfill Annual Verification of license by required deadline.
• 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.
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.

Preferred Qualifications

• Associate degree or higher
• Previous experience in a call center environment or pharmacy tech 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, FL office location.
• Able to work a shift M-F, during hours of operation 8a-8p EST; some Saturdays may be required based on business need or Peak seasons.
• 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. $43,000 - $56,200 per year

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

About CenterWell Pharmacy: CenterWell Pharmacy provides convenient, safe, reliable pharmacy services and is committed to excellence and quality. Through our home delivery and over-the-counter fulfillment services, specialty, and retail pharmacy locations, we provide customers simple, integrated solutions every time. We care for patients with chronic and complex illnesses, as well as offer personalized clinical and educational services to improve health outcomes and drive superior medication adherence.

About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.

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.