Consultative Pharmacy Technician 2 - Consumer Engagement

1w1 week ago

CenterWell

US · Full-time · $43,000 – $56,200

About this role

The Consumer Engagement, Consultative Pharmacy Technician plays a key role in Humana's Rx Education team. Helps members understand pharmacy benefit options and supports transitioning from retail to mail-order services when appropriate. Requires strong communication skills, emotional intelligence, and passion for informed decisions improving convenience and health outcomes.

Addresses questions related to CenterWell Pharmacy and assists with Rx Education/Enrollment processes, medication research. Triages calls requiring pharmacist consultation and makes outbound calls to offer medication therapy management programs. Schedules medication review sessions with consultative pharmacists using a compassion-first approach.

Works in a structured, metric-driven environment with daily, weekly, and monthly performance goals. Partners with supervisors and QA teams to improve call quality and meet conversion goals. Supports special campaigns like Annual Enrollment Period as needed.

Expected to become subject matter experts in mail-order pharmacy rooted in compliance, education, and conversion. Maintains confidentiality, professionalism, and empathy in all interactions. Contributes to an organization focused on improving consumer experiences.

Requirements

High school diploma or equivalent
2+ years customer service, pharmacy benefit, Pharm Tech, or healthcare experience
Active Pharmacy Technician License; must be licensed and Certified (vs Registered)
Must reside in the state of Florida with active license in state of residency
Ability to fulfill Annual Verification of license by required deadline
Strong verbal communication skills, with 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 performance goals

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