Customer Success Agent

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.

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 …