Customer Success Agent

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

With over 10 million sales interactions annually, Humana understands that while great products are important, it’s the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does.

Humana’s Market Point organization is looking for 10 Customer Success Agents to join the Customer Success Team working remote. Humana’s Customer Success Agents are our members’ trusted partners in navigating healthcare. In this role, you’ll provide guidance and solutions to ensure a positive member experience, from explaining plan benefits to resolving issues around disenrollment or dual eligibility. You’ll work cross-functionally with care teams, sales agents, and customer service to support and retain members throughout their healthcare journey.

This position requires you to have a current and valid Health Care Sales License in your current state of residence. You will not qualify for this position without a Health Care Sales License.*

• Deliver a high level of professionalism and empathy with every inbound and outbound consumer phone interaction

• Actively listens to identify member needs and suggest available plans, resources, and/or service, which may include enrollments into other plans

• Simplify and clearly explain plan benefits, claims, and coverage communications.

• Ask thoughtful questions to uncover social determinants of health and broader member needs

• Support member retention and engagement goals by educating and guiding members through complex decisions

• Active resident Health insurance license for your state of residence (based on the resident state’s Department of Insurance requirements)

• Flexibility – Ability to work a flexible schedule, including overtime, nights and weekends as needed to meet business demands (see additional details below under Work At Home Requirements)

• 2+ years of experience working in a virtual environment

• 2+ years professional experience in navigating multiple computer tools/systems/screens

• 2+ years of Medicare customer service experience or sales experience (virtual/telephonic preferred)

• Demonstrated ability to understand and explain Medicare benefits and address the unique needs of Medicare and duel-eligible members

• Bachelor’s degree

• Prior call center experience

• Prior success in Medicare Product Sales or member retention roles

• Prior Sales (any industry) experience

• Experience navigating Salesforce CRM or similar customer relationship management systems

• Proven ability to collaborate cross-functionally to resolve complex member issues

• In addition to English, proficiency in additional languages; ability to read, write, and speak without limitations or assistance.

• Bilingual or multilingual skills

• Department
  
  Hours:
  
  Shift could fall between the business hours of 7:00 am to 11:00 pm local time. Hours are subject to change based on business needs and may include weekends during peak season

• Training
  
  Hours:
  
  Training will start day one of employment and run the first 6 weeks with a schedule of 9:30 am to 7:00 pm EST. Attendance is vital for success

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested

• Satellite, cellular and microwave connection can be used only if approved by leadership

• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

• Humana will provide Home or Hybrid Home/Office employees with telephone equipment…