Customer Success Agent

Humana; Iowa (LA); Remote; USD 48,000 - 67,000; Full time

Job summary

Join a leading healthcare company as a Customer Success Agent, where you'll engage with members to enhance their healthcare experience. This role involves providing guidance, resolving issues, and supporting member retention through active engagement. Ideal candidates will have a Health Care Sales License and experience in customer service, especially in Medicare. Enjoy comprehensive benefits and the opportunity to work in a supportive environment focused on health and well-being.

Benefits

Medical, Dental, Vision Insurance

Paid Time Off

401(k) Plan

Tuition Reimbursement

Qualifications

• 2+ years of Medicare customer service or sales experience.
• Active resident Health insurance license for your state.

Responsibilities

• Engage with high-risk members to support retention.
• Explain plan benefits and resolve issues.

Skills

Professionalism

Empathy

Active Listening

Communication

Education

Bachelor’s Degree

Tools

Salesforce

Job description

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This range is provided by Humana. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$48,900.00/yr - $66,200.00/yr

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

The Customer Success Agent is responsible for member retention through active engagement with high-risk members. The work assignments are often straightforward and of moderate complexity.

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 without a Health Care Sales License.

We welcome candidates with diverse professional backgrounds!

Here Is What We Need Your Help With:

• Deliver a high level of professionalism and empathy with every inbound and outbound consumer phone interaction.
• Actively listen to identify member needs and suggest available plans, resources, and/or services, including 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.
• Contribute feedback and insights to test-and-learn and proactive outreach initiatives.

Additional Information

• Department Hours – Shift could fall between 7:00 am to 11:00 pm local time. Hours are subject to change based on business needs.
• Training Hours – Training starts on day one and runs for 6 weeks, scheduled from 10:30 am to 7:00 pm EST. Attendance is vital.

Required Qualifications

• Active resident Health insurance license for your state.
• Flexibility to work a flexible schedule, including overtime, nights, and weekends.
• 2+ years of experience working virtually.
• 2+ years of professional experience with multiple computer tools/systems/screens.
• 2+ years of Medicare customer service or sales experience (virtual/telephonic preferred).
• Ability to understand and explain Medicare benefits and address the needs of Medicare and dual-eligible members.

Preferred Qualifications

• Prior call center experience.
• Success in Medicare product sales or member retention roles.
• Experience navigating CRM systems like Salesforce.
• Ability to collaborate cross-functionally to resolve complex issues.
• Proficiency in additional languages besides English.
• Bachelor’s Degree.

Additional Information

• Language proficiency assessments are required for non-English speaking candidates.

Humana Perks:

• Base salary.
• Medical, Dental, Vision, and other insurances.
• Paid time off and holidays.
• 401(k) plan.
• Tuition reimbursement/scholarships.

Social Security Task:

Applicants may be asked to provide their SSN for verification, via a secure link from Humana.

Virtual Pre-Screen:

Selected candidates will participate in a Modern Hire virtual interview, which takes about 10-15 minutes.

Work At Home Connectivity Requirements:

Internet speed of at least 25 Mbps download and 10 Mbps upload is recommended. Use of approved connection types is required.

Travel:

Occasional travel to Humana offices may be required for training or meetings.

Scheduled Weekly Hours:

40 hours per week.

Pay Range:

$48,900 - $66,200 annually, based on location and experience.

Description Of Benefits:

Humana offers comprehensive benefits including health insurance, 401(k), paid time off, disability, life insurance, and more.

About Us:

Humana Inc. is committed to putting health first, providing healthcare and insurance services to enhance quality of life.

Equal Opportunity Employer:

Humana does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or genetic information.