Customer Success Agent

Humana Inc; Knoxville (TN); Remote; USD 48,000 - 67,000; Full time

Job summary

Join a leading healthcare company as a Customer Success Agent, where you'll play a vital role in member retention and support. This position requires a Health Care Sales License and offers a chance to engage with members, ensuring they navigate their healthcare effectively. You'll work collaboratively with various teams to enhance the member experience while contributing to the company's mission of putting health first.

Benefits

Medical, Dental, Vision Insurance

Paid Time Off (PTO)

401(k) Retirement Savings Plan

Tuition Reimbursement

Qualifications

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

Responsibilities

• Provide guidance and solutions to ensure a positive member experience.
• Support member retention and engagement goals.

Skills

Empathy

Active Listening

Communication

Education

Bachelor’s Degree

Tools

SALESFORCE CRM

Job description

Job Profile

Customer Success Agent

Job Level

Professional 1

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 Customer Success Agent 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 for this position 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 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.
• Contribute feedback and insights to test-and-learn and proactive outreach initiatives.

Additional Information

• 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
• Training Hours – Training will start day one of employment and run the first 6 weeks with a schedule of 10:30 am to 7:00 pm EST. Attendance is vital for success

Use your skills to make an impact

Required 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 (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
• All Humana associates approved for the Home or Hybrid Home/Office work styles are required to self-provide wireless, wired cable or DSL access to the internet at the connectivity speeds required by the company to successfully perform their job with the exception of associates who live or work from home in the state of California, Illinois, Montana, or South Dakota. Connectivity requirements are detailed below.

Preferred Qualifications

• 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.
• Bachelor’s Degree

Additional Information

• Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Language Proficiency Assessment (LPA) in that language(s) and English as provided and required by the Federal Government.

Humana Perks:

Full time associatesenjoy:

• Base salary
• Medical, Dental, Vision and a variety ofothersupplemental insurances
• Paid time off(PTO)& Paid Holidays
• 401(k) retirement savings plan
• Tuitionreimbursement and/or scholarships for qualifying dependent children
• And much more!

Social Security Task:
Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide their social security number, if it is not already on file. When required, an email will be sent from [e-mail] with instructions on how to add the information into the application at Humana’s secure website.

Virtual Pre-Screen:

As part of our hiring process for this opportunity, we will be using exciting virtual pre-screen technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a virtual pre-screen, you will receive an email and text correspondence inviting you to participate in a Modern Hire interview. In this virtual pre-screen, you will receive a set of questions to answer. You should anticipate this virtual pre-screen to take about 10-15 minutes.

Work at Home Connectivity Requirements

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

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.
• Wireless, Wired Cable or DSL connection is suggested.
• Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)

Travel

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Travel: 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

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$48,900 - $66,200 per year

Referral Bonus Information

This requisition is not eligible for a referral bonus.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.