Customer Success Agent

About the Role

Employment Type: Full time

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.

The Customer Success Agent drives member retention through active engagement with high-risk members. Handles escalated member concerns leading to discussions of plan options and election periods. Resolves disenrollment issues and guides members through the Medicaid/LIS recertification process to quality for dual plans. Understands own work area professional concepts/standards, regulations, strategies and operating standards. Makes decisions regarding own work approach/priorities, and follows direction. Work is managed and often guided by precedent and/or documented procedures/regulations/professional standards with some interpretation.

Use your skills to make an impact.

Required Qualifications

• Ability to obtain or has current Active Health Insurance License
• Demonstrates strong verbal communication skills
• Ability to connect meaningfully with customers to build emotional engagement and customer advocacy
• Simplify complexity and integrate internal efforts to deliver an optimal customer experience
• You must be available and willing to work any shift between 7:00am — 11:00pm including weekends
• Overtime and weekend work will be required during our peak season from approximately September - December
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

• Bilingual in English/Spanish with the ability to speak, read and write in both languages without limitations or assistance
• Experience in telecommunications or healthcare sales.

Humana Perks

Full time associates enjoy:

• Medical, Dental, Vision and a variety of other supplemental insurances
• Paid time off (PTO) & Paid Holidays
• 401(k) retirement savings plan
• Tuition reimbursement and/or scholarships for qualifying dependent children
• And much more!

Pay Range

$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.

Social Security Task

Alert: Humana values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions 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 HireVue to enhance our hiring and decision-making ability. HireVue 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 HireVue 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.

Travel

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

Scheduled Weekly Hours

40