Customer Success Agent

🔥 9 minutes ago

🇺🇸 United States – Remote

💵 $48.9k - $66.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Humana

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1961

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Humana is a healthcare company dedicated to making a positive impact on the health of individuals, communities, and the healthcare system as a whole. With a focus on putting health first, Humana serves a diverse range of populations, including seniors and the military, providing Medicare Advantage HMO, PPO, and PFFS plans. Humana is committed to fostering a culture of belonging and mutual respect, offering competitive and flexible benefits to ensure the financial security of its employees and their families. The company prides itself on creating an inclusive workplace where everyone has the opportunity to succeed.

📋 Description

• Provide professional, empathetic, and compliant support through inbound and outbound customer interactions • Provide approved factual information, fulfill requests for materials, and collect demographic information when permitted • Assist with general non-licensed service needs and accurately document customer interactions • Route sales, plan recommendation, enrollment, and other licensed requests to appropriately licensed agents • Follow approved scripts, workflows, privacy requirements, quality standards, and escalation procedures • Build foundational knowledge of Medicare, IFG operations, and tools supporting customers across multiple carriers • Participate in the company-supported health insurance licensing process and complete required state licensing exams • Complete new-hire, compliance, carrier, system, and readiness training after licensing • Learn to explain plan benefits, resolve eligibility and coverage questions, and support customers through plan changes • After licensing, training, readiness requirements, and business approval, transition into licensed customer success responsibilities • Help Medicare customers understand plan benefits, coverage details, resources, and services across multiple carriers • Provide education, guidance, problem-solving, and enrollment support within approved scope and compliance requirements • Partner with sales agents, carrier partners, and internal support teams to resolve enrollment, eligibility, plan-change, and service issues • Support customer satisfaction and retention by making complex Medicare information easier to understand • Document interactions accurately and contribute feedback supporting service improvements • Occasional travel to Humana offices for training or meetings may be required

🎯 Requirements

• At least 3 years of customer service experience in retail, a call center, healthcare, sales, or a similar customer-facing environment • At least 2 years of experience working in a virtual or remote environment • At least 2 years of professional experience navigating multiple computer systems, tools, and screens at the same time • Ability and willingness to begin the company-supported licensing process after AEP and successfully obtain the required active Health Insurance License; obtaining the license is a condition of continued employment • Demonstrated ability to support customers with empathy, clarity, professionalism, and attention to compliance • Ability to work flexible schedules, including overtime, nights, and weekends as business needs require • A dedicated home workspace and internet service meeting work-at-home requirements and protecting member information • Experience using Salesforce or a similar CRM platform preferred • Experience in a brokerage or multi-carrier Medicare environment preferred • Bilingual or multilingual skills preferred • Associates communicating with customers in a language other than English must successfully complete the required language proficiency assessment • Minimum internet speed of 25 Mbps download and 10 Mbps upload • Dedicated space without ongoing interruptions to protect member PHI/HIPAA information

🏖️ Benefits

• Medical, dental and vision benefits • 401(k) retirement savings plan • Paid time off • Company and personal holidays • Paid parental and caregiver leave • Short-term and long-term disability • Life insurance • Company-supported health insurance licensing process and training • Fully remote, work-at-home position • Potential transition into a licensed Customer Success Agent role in early 2027