[Hiring] Customer Success Agent @Humana

Role Description

Humana’s MarketPoint organization is looking for 10 Customer Success Agents to join the Customer Success Team working remote. 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.

• 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

Qualifications

• 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
• 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 dual-eligible members

Preferred Qualifications

• 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

Requirements

• Shift could fall between the business hours of 7:00 am to 11:00 pm local time
• 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
• Self-provided internet service must meet minimum criteria: download speed of 25 Mbps and upload speed of 10 Mbps recommended
• Employees who live and work from Home in specific states will be provided a bi-weekly payment for their internet expense
• Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

Benefits

• Health benefits effective day 1
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Employee charity matching program
• Network Resource Groups (NRGs)
• Career development opportunities

Additional Information

• While this is a remote position, occasional travel to Humana's offices for training or meetings may be required
• Scheduled Weekly Hours: 40
• Pay Range: $48,900 - $66,200 per year