Consultative Pharmacy Technician 2, Consumer Engagement

About the position Become a part of our caring community The Consumer Engagement, Consultative Pharmacy Technician advocate plays a key role in Humana's Rx Education 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 such as CenterWell Pharmacy and assists with Rx Education/Enrollment processes, medication research, triages calls that require consultation with a pharmacist, may make outbound calls to patients to offer medication therapy management programs and schedule 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.

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.
• Partners 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

Requirements

• High school diploma or equivalent required
• 2+ years customer service, pharmacy benefit, Pharm Tech, or healthcare experience.
• Must have an active Pharmacy Technician License.
• All Techs must be licensed and Certified (vs Registered) and must reside in one of the following approved states: FL, TX, AZ, OH (not a nearby state). TX requirements may vary.
• The state license must be active in the state of residency.
• Ability to fulfill Annual Verification of license by required deadline.
• Meet all Work at Home (WAH) eligibility requirements including but not limited to: ability to provide & maintain satisfactory internet speeds (set by Humana) and separate workspace to perform job duties without distraction.
• 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.

Nice-to-haves

• 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.

Benefits

• 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

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