Customer Success Agent
Humana Inc
- Albany, New York, United States
- Albany, New York, United States
À propos
Key Role Functions
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 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
Required Qualifications
Active resident health insurance license for your state of residence
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
– Must be able to speak, read and write in both languages without limitations or assistance
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
Work From Home Requirements
Internet service: 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 telephone equipment appropriate to meet the business requirements for the position
Work from a dedicated space lacking ongoing interruptions to protect member PHI/HIPAA information
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 $48,900 - $66,200 per year
Description of Benefits
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
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.
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Compétences linguistiques
- English
Avis aux utilisateurs
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