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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service within a Medicare environment, providing empathetic support and compliance with regulations. Proficient in navigating multiple systems and tools while maintaining high standards of customer satisfaction and documentation.
Highest-signal resume keywords
Customer Service ExperienceHealth Insurance LicenseMedicare KnowledgeSalesforce CRM ExperienceBilingual Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Interaction DocumentationMedicare Plan Benefits ExplanationEligibility and Coverage Problem-SolvingCompliance AdherenceMulti-Computer System Navigation
Soft Skills
EmpathyProfessionalismAttention to DetailClarity in CommunicationFlexibility
Tools & Technologies
SalesforceCRM Platforms
Certifications & Qualifications
Health Insurance License
Industry Keywords
MedicareBrokerage EnvironmentMulti-Carrier OperationsPHI/HIPAA ComplianceCustomer Satisfaction
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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