What are the responsibilities and job description for the Support Representative, Customer Success position at Humana?

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

The Customer Success Support Representative plays a critical role in ensuring the efficiency and effectiveness of the Customer Success team by providing administrative and operational support while driving performance results. This role combines the responsibilities of an administrative assistant with high-level tasks that require independent initiative, analytical thinking, and strategic execution. The ideal candidate will manage reporting distribution, budget adherence, and process documentation governance, while actively contributing to the success of the team objectives and organizational goals.This individual will serve as a key partner in driving performance and ensuring smooth operations. The role requires a proactive, organized, and resourceful professional who thrives in a fast-paced environment and can balance administrative tasks with independent initiatives to improve team performance.

Customer Success Team Support

Assist in onboarding new team members by coordinating recruiting, onboarding, and training processes. Monitor and respond to team inquiries and request for support, ensuring timely and effective solutions. Facilitate team communication such as newsletters, town hall recordings, and engagement action plans.

Operations and Performance Support

Prepare, analyze, and distribute performance reports to track key metrics and team results. Support budget management including submitting, tracking, and reconciling. Internal policy and procedure governance including tracking review dates, document owners, and publishing to respective repositories.

Recognition and Incentive Management

Coordinate and manage recognition and challenge / reward programs to drive engagement and performance within the CST department. Track the impact of recognition initiatives on team morale and performance metrics, providing insights for continuous improvement. Collaborate with leadership to implement innovative ideas that celebrate team successes and milestones.

Administrative Support

Provide day-to-day administrative assistance to the CST team, including scheduling meetings, preparing materials, and coordinate events. Manage communication between internal and externa teams. Maintain team calendars, ensuring alignment and prioritization of key initiatives.

Independent Initiatives

Proactively gather feedback from associates and leadership to identify recurring questions, operational inefficiencies, and areas for improvement. Create streamlined process flows and documentation to improve efficiencies and effectiveness, ensuring clarity and accessibility to all team members. Build strong relationships with associates and leadership by understanding their needs, addressing gaps, and facilitating solutions that align with team and operational goals. Track the impact of implemented changes, gather feedback, and adjusted process as needed.

Use your skills to make an impact

Required Qualifications

Minimum of 2 years of experience in an administrative, operational, or sales support role. Demonstrated ability to manage multiple priorities in a fast-paced environment. Proficient in Microsoft Office - Word, PowerPoint, Outlook & Excel Excellent written and verbal communication. Experience working in sales support, customer success, or operational role in a call center setting. Ability to create process flows and documentation using tools such as Lucid, Visio, or similar. Experience in budget management and financial tracking. Ability to travel up to 10%

Preferred Qualifications

Associate or Bachelor's Degree. Healthcare industry experience. Certification in project managements, process improvement such as Six Sigma. Familiarity with CRM tools (SalesForce) or data visualization tools (PowerBI) Bilingual proficiency. Experience leading or facilitating cross-functional projects.

Additional Information

Virtual Pre-Screen

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a HireVue interview. In this interview, you will listen to a set of interview questions over your phone or text and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.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 your official application on Humana's secure website.

Additional Information

This position typically works 9am-5pm EST, but will include nights, weekends, or any additional hours based on business need.

Work-At-Home Requirements

At minimum, a download speed of 25 mbps and an upload speed of 10 mbps is recommended; wireless, wired cable or DSL connection is suggested Satellite, cellular and microwave connection can be used only if approved by leadership 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. Humana will provide Home or Hybrid Home / Office associates with telephone equipment appropriate to meet the business requirements for their position / job. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA informationAny 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 Interagency Language Rating (ILR) test as provided by the Federal Government

Scheduled Weekly Hours

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 will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$44,900 - $60,200 per year

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.Application Deadline : 01-23-2025

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 veteran status. 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.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https : / / www.humana.com / legal / accessibility-resources?source=Humana_Website.

Salary : $44,900 - $60,200

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