Become a part of our caring community and help us put health first The Manager, Customer Success is responsible for member retention through active engagement with high-risk members.

The Manager, Customer Success

• Oversees 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.

• Cross departmental collaboration, and conducts briefings and area meetings; maintains frequent contact with other managers across the department.

Here is what we need your help with:

• Leads a team of 15-20 Customer Success Agents

• Listens to agent calls, provides feedback, conducts one on one meetings and performance reviews

• Accountable to achieve team centered metrics: Attendance, Schedule Adherence, Agent Retention, Associate Engagement

• Successfully executes inbound and outbound calling campaigns

• Interacts directly with members on escalated calls and complex situations requiring advanced support

• 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

• 2 or more years of leadership experience (Peer Mentor, Team Lead, etc.)

• Active Health Insurance License in your residing State

• Travel up to 20% of the time for leadership/business meetings

• Work shifts that could fall between the business hours of 7:00 am to 11:00 pm local time, that include nights, weekends, or any additional hours based on business need

• Meet Humana's Connectivity policy in additional information

Preferred Qualifications

• Bachelor's Degree

• Prior experience in sales and/or leading a sales team

• Call Center experience

• 2 or more years of customer service experience

Additional Information

• 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 Language Proficiency Assessment (LPA) in that language(s) and English as provided and required by the Federal Government.

Humana Perks:

Full time associates enjoy:

• Base salary with a competitive commission structure

• 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!

Social Security Task:
Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review 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 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 Modern Hire to enhance our hiring and decision-making ability. Modern Hire 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 Modern Hire 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.

Work at Home Connectivity Requirements

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended to support Humana applications, per associate.

• Wireless, Wired Cable or DSL connection is suggested.

• Satellite, cellular and microwave connection can be used only if they provide an optimal connection for associates. The use of these methods must be approved by leadership. (See Wireless, Wired Cable or DSL Connection in Exceptions, Section 7.0 in this policy.)

• Humana will not pay for or reimburse Home or Hybrid Home/Office associates for any portion of the cost of their self-provided internet service, with the exception of associates who live or work from Home in the state of California, Illinois, Montana, or South Dakota. Associates 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.

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 decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$84,600 - $116,300 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

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 Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and 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, Medicaid, families, individuals, military service personnel, and communities at large.

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 because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.