Become a part of our caring community and help us put health first
 

The Agent Support Representative provides timely and effective sales support to Humana’s selling agents. The Agent Support Representative will handle a high volume of inbound and possible outbound phone calls to assist insurance agents with pre-enrollment inquiries including the following: agent compliance (contracting, licensing, and certification), pre-enrollment inquiries, and agent commissions.

Where you Come In:

• Perform inbound and outbound calls from internal and external selling agents in a fast-paced call center.  Assist agents with all pre-enrollment inquiries including compliance verification, enrollment, product, and processes.
• Utilize documents, websites, and local networks to research and resolve inquiries of agents, involving Member enrollment and company products.
• Leverage internal documentation and websites, along with online resources to investigate, guide, and support agents through pre-enrollment inquiries.
• Build and strengthen relationships with both internal and external agents helping to build Humana’s brand by providing a perfect agent experience.
• Keep closely attuned to the needs and perspectives of agents and use these insights for the benefit of the business.

Required Work Schedule:

• Virtual training will start day one of employment and runs for the first 4 weeks with a schedule of 10:00 AM – 6:30 PM EST, Monday - Friday.  Five additional training sessions will follow.  Attendance is vital for your success, so no time off is allowed during training (no exceptions).  Training timelines are subject to change.
• Must be in a secure, quiet place to work, free from any and all distractions, as it could interrupt your learning experience or agent’s experience on the phone.
• Following training, must be available to work any shift between the hours of 8:00 AM to 9:00 PM EST, Monday – Friday.  Schedules are assigned based on business need, location, seniority and possibly attendance / performance.  Associates will be taking inbound/outbound calls throughout the entirety of their day except for their scheduled breaks/lunches and any off-phone assignments approved by leadership. 
• Please expect overtime opportunities, both voluntary and mandatory, along with some weekends.
• During the Annual Enrollment Period, which runs from October 15 – December 7, must have the ability to work between the hours of 8:00 AM to 9:00 PM EST, Monday through Saturday (and possibly Sunday), with the flexibility to work overtime based on business needs.  Schedules are based on business needs, location, and seniority, and are subject to change.  No time off will be allowed during the first 7 business days or the last 7 business days of AEP.

Use your skills to make an impact
 

Required Qualifications:

• Minimum of 2 years of demonstrated experience in delivering exceptional customer service, with a proven ability to build positive relationships and resolve inquiries effectively
• Career-oriented individuals seeking long-term growth opportunities within the organization are strongly encouraged to apply
• Excellent written and verbal communication skills, with the ability to confidently interact with internal teams and external partners in a professional manner
• Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint, Teams, Excel) and Adobe Acrobat, including the ability to open, edit, and manage PDF documents
• Strong general computer skills, including system navigation, accurate typing, basic troubleshooting, and initial computer setup
• Ability to navigate multiple systems and applications simultaneously, utilizing search tools and resources to locate and process information efficiently
• Demonstrated critical thinking, problem-solving, and emotional intelligence, with the ability to make sound decisions in a fast-paced environment
• Commitment to remain within the department for a minimum of one (1) year, starting from the first day of employment
• The pay for this position is $23.00 Per Hour

Preferred Qualifications:

• Associate or bachelor’s degree
• Prior leadership/supervisory experience
• Bilingual in English and Spanish (potential increase in hourly rate for bilingual skills; see Additional Information below)

Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hy