[Hiring] Medicare Sales & Service Agent @Humana

Role Description

Become a part of our caring community. Start in customer support. Build Medicare expertise. Grow into the role that best matches your strengths.

Interested in a Medicare career but do not yet have a health insurance license? This fully remote, full-time opportunity offers two potential career paths with Innovative Financial Group (IFG), a wholly owned Field Marketing Organization and subsidiary of Humana. IFG helps customers navigate Medicare coverage across multiple insurance carriers through education, customer support, and sales.

• START (Phase 1): Non-licensed customer support and IFG learning
• DEVELOP (Phase 2): Company-supported licensing and role training
• TRANSITION (Phase 3): Licensed Sales Agent or Customer Success Agent

Your Career Pathway

• Phase 1: Customer Support and IFG Learning
  • Handle inbound and outbound customer interactions with professionalism, empathy, and attention to compliance.
  • Provide approved factual information, fulfill requests for materials, and assist with general non-licensed service needs.
  • Document interactions accurately and route sales, plan recommendation, enrollment, and other licensed requests to licensed agents.
  • Follow approved scripts, workflows, privacy requirements, quality standards, and escalation procedures.
  • Learn Medicare, IFG operations, the multi-carrier environment, and the systems used to support customers.
  • Support AEP service levels through dependable attendance, schedule flexibility, and effective use of multiple systems.
• Important: During the non-licensed phase, you will not recommend, market, sell, or enroll customers in health plans. Commission is not available during this phase.
• Phase 2: Licensing and Role-Specific Training
  • Participate in company-supported health insurance licensing preparation and complete required state licensing exams.
  • Complete required compliance, product, carrier, system, customer experience, and role-readiness training.
  • Develop skills for either consultative Medicare sales or licensed customer success support.
  • After successful licensing, training, readiness requirements, and business approval, transition into the role for which you are selected.
• Phase 3: Two Potential Licensed Career Paths
  • Licensed Medicare Sales Agent
    • Connect with prospective and existing customers through inbound and outbound calls.
    • Assess customer needs and explain appropriate Medicare plan options.
    • Follow up on leads, overcome objections, close sales, and document activity.
    • Meet applicable sales, quality, customer experience, and compliance expectations.
  • Licensed Customer Success Agent
    • Help customers understand plan benefits, coverage, resources, and services across multiple carriers.
    • Resolve eligibility, enrollment, plan-change, and service questions within the licensed scope.
    • Partner with sales agents, carrier partners, and internal teams to resolve customer needs.
    • Support customer satisfaction and retention through clear, compliant guidance.

Qualifications

• At least 3 years of customer service experience in retail, a call center, healthcare, sales, or a similar customer-facing environment.
• No health insurance license is required at the time of hire.
• Ability and commitment to study for, pass, and obtain the required state Health Insurance License by the start of 2027.
• Strong communication, listening, problem-solving, and relationship-building skills.
• Comfort learning new healthcare concepts and navigating multiple computer systems at the same time.
• Customer-focused, dependable, adaptable, and able to succeed in a fast-paced, metrics-driven environment.
• Availability to work flexible schedules, including evenings, weekends, and overtime during peak periods.
• A professional, quiet, and distraction-free home workspace that protects customer information.

Preferred Qualifications

• Healthcare, insurance, Medicare, telesales, retail sales, or high-volume call center experience.
• Experience using Salesforce or a similar CRM platform and Microsoft Office applications.
• Experience in a brokerage or multi-carrier environment.
• Bilingual or multilingual skills.

Requirements

• This posting supports two potential licensed career paths.
• Your final role assignment will be based on business needs, qualifications, successful completion of licensing and training, and alignment with the responsibilities of the Sales Agent or Customer Success Agent position.
• Compensation is similar across the two roles but may vary slightly depending on the position for which you are selected.
• The specific pay structure, including any applicable incentive or commission opportunity, will be explained before placement into either role.
• Sales incentives or commissions do not apply during the initial non-licensed customer support phase.

Benefits

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Time off (including paid time off, company and personal holidays, paid parental and caregiver leave).
• Short-term and long-term disability.
• Life insurance and many other opportunities.