Customer Success Agent

Humana

1d • Remote

About The Position

Humana's MarketPoint 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 Insurance License in your current state of residence. You will not qualify for this position without a Health Insurance License.

Requirements

• 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 experience in Medicare customer service experience or Medicare sales (virtual/telephonic preferred)
• Demonstrated ability to understand and explain Medicare benefits and address the unique needs of Medicare and dual-eligible members

Nice To Haves

• Bilingual in English/Spanish a PLUS (Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing)
• 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

Responsibilities

• 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
• Use your skills to make an impact

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
• medical, dental and vision benefits
• short-term and long-term disability
• life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees