Customer Success Agent

Humana

Olympia, WA(remote)

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JOB DETAILS

SALARY

$48,900–$66,200 Per Year

SKILLS

Affirmative Action, Call Centers, Computer Skills, Cross-Functional, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Support/Service, DSL (Digital Subscriber Line), English Language, Federal Government, Genetics, Health Insurance, Health Plan, Healthcare, Insurance, Internet/Online Service, Leadership, Medicaid, Medicare, Microwaves, Military, Multilingual, Needs Assessment, Network Programming, People Management, Problem Solving Skills, QoS (Quality of Service), Rehabilitation Act, Requirements Validation/Verification, Sales, Salesforce.com, Scholarship, Short Messaging Service (SMS), Spanish Language, Team Player, Tuition Fees, Willing to Travel, Work From Home

LOCATION

Olympia, WA

POSTED

1 day ago

**Become a part of our caring community** With over 10 million sales interactions annually, Humana understands that while great products are important, it's the quality of our service that truly defines us. We know that when our members and prospects have delightful and memorable experiences, it strengthens their connection with us and enables us to put their Health First. After all, a health services company that has multiple ways to improve the lives of its customers is uniquely positioned to put those customers at the center of everything it does. 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.** **Key Role Functions** + 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** **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 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 **Preferred Qualifications** + **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 **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 and likely to include a weekend day during peak season (October-March)_ + **Training Hours** **-** **Training will start day one of employment and run the first 6 weeks with a schedule of 10 am to 6:30 pm EST.** **Attendance is mandatory and vital for success** + **Language Proficiency Testing:** 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 Interagency Language Rating (ILR) test as provided by the Federal Government. To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: + At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; **wired cable or DSL connection** is suggested + Satellite, cellular and microwave connection can be used only if approved by leadership + Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense. + Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job. + Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information Humana offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial security-both today and in the future, including: + 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 **Our Hiring Process** As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called HireVue. HireVue Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you. If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. If you have additional questions regarding this role posting and are an Internal Candidate, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker. Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana's secure website. 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 **Description of Benefits** Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. **About us** About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our 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 and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at?Humana.com?and at?CenterWell.com. ? **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. Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

About the Company

Humana

INDUSTRY

Other/Not Classified

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