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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
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
40Pay 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.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.
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.
Full Time
Insurance
$90k-117k (estimate)
03/25/2024
07/20/2024
humana.com
TEMPE, AZ
15,000 - 50,000
1961
ALISON RITCHHART
>$50B
Insurance
At Humana, our cultural foundation is aligned to helping members achieve their best health by delivering personalized, simplified, whole-person healthcare experiences. Recognizing healthcare needs continue to evolve for each person, for each family and for each community, Humana continuously creates innovative solutions and resources that help people live their healthiest lives on their terms when and where they need it. Our employees are at the heart of making this happen and thats why we are dedicated to building an organization of dynamic talent whose experience and passion center on puttin...g the customer first.
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The job skills required for Manager, Customer Success include Customer Service, Customer Success, Leadership, Collaboration, etc. Having related job skills and expertise will give you an advantage when applying to be a Manager, Customer Success. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Manager, Customer Success. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Manager, Customer Success positions, which can be used as a reference in future career path planning. As a Manager, Customer Success, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Manager, Customer Success. You can explore the career advancement for a Manager, Customer Success below and select your interested title to get hiring information.