Nicotine Cessation Specialist

Humana - Trenton, NJ

Full-time - Entry Level

Trenton, NJ

Insurance Carriers and Related Activities

About the position

As a Nicotine Cessation Specialist (NCS) at Humana, you will play a vital role in supporting individuals seeking to quit tobacco or nicotine products. Your primary responsibility will be to handle incoming and outgoing calls on the Quit line, providing assistance and guidance to callers. You will engage in meaningful telephone discussions, helping callers navigate their journey towards cessation. This position requires a compassionate and empathetic approach, as you will be working with individuals who may be struggling with nicotine addiction. You will document each call meticulously, respond to voice mail messages, and provide educational information tailored to the needs of the callers. Flexibility in scheduling is essential, as your hours may be adjusted based on call volume and activity. The Quit line operates from 8:00 AM to 6:00 PM Eastern Time, Monday through Friday. In this role, you will be expected to answer incoming calls from individuals wishing to stop nicotine use, complete screening tool questions, and provide coaching to help beneficiaries set personalized health improvement goals. You will distribute cessation reference materials and deliver referral information regarding local cessation treatment programs. Adhering to the policies and procedures of the Quit line is crucial, as is actively participating in the ongoing update of tobacco and vaping cessation information. You will also be responsible for following up with beneficiaries who leave messages during unmanned call times or high call volume periods. Additionally, you will coordinate Humana Military health and well-being programs and participate in continuing education to stay informed about the latest cessation strategies and resources.

Responsibilities

• Answers incoming Quit line calls from those wishing to stop nicotine use.
• Completes all screening tool questions with appropriate information.
• Provides coaching to review results of screening, support of goal setting with a focus on personalized lifestyle health improvement of the beneficiary.
• Distributes cessation reference materials to those incoming callers desiring this information.
• Delivers appropriate referral information regarding local cessation treatment programs, mailed materials available, and local referrals for health-related treatment.
• Follows policy and procedures for the Quit line process.
• Actively participates in updating tobacco and vaping cessation information, as it becomes available.
• Completes beneficiary contact on those messages left on the answering system during unmanned call times or high-volume call periods.
• Coordinates Humana Military health and well-being programs, services, tools, and resources.
• Participates in continuing educational training offered by appropriate sources to keep up with the most recent tobacco and vaping cessation information.

Requirements

• Must live in the continental United States in one of the states listed in this posting.
• National Background Investigation Services (NBIS) clearance required.
• Must be a non-smoker.
• Must have 3 or more years' experience in health and wellness coaching, or customer service.
• Excellent oral and written communications skills.
• Excellent keyboard and web navigation skills.
• Strong organizational skills, including the ability to manage deadlines, multiple tasks, and priorities simultaneously.
• Ability to serve as a discussion facilitator for beneficiary behavior change, and/or educator.
• Must have a learning orientation; be committed to continuous learning and development.
• Must have the ability to shift focus and quickly adapt to change as needed.
• Must be self-directed, but also able to work well in a group.
• Has a positive, proactive attitude, energetic, highly motivated and a self-starter.

Nice-to-haves

• Bachelor's degree
• A degree in Public Health, Community Health, Health Education and Promotion, Social Work or other Human Services field preferred.
• Bilingual in Spanish / English with the ability to read, write and speak fluently without limitations or assistance.
• Motivational Interviewing coaching experience.