Nicotine Cessation Specialist

Humana - Dover, DE

Full-time

Remote - Dover, DE

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 answer incoming calls to the Quit line, providing assistance and guidance to callers who are looking for help in their journey to cessation. This position requires a compassionate and empathetic approach, as you will engage in meaningful conversations with individuals who may be struggling with nicotine addiction. You will document each call meticulously, respond to voice mail messages, and provide educational resources as needed. Flexibility in scheduling is essential, as your hours may be adjusted based on call volume. 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 complete screening tool questions, coach beneficiaries on their results, and support them in setting personalized health improvement goals. You will also distribute cessation materials and provide referrals to local treatment programs. Staying updated on the latest tobacco and vaping cessation information is crucial, and you will participate in ongoing training to enhance your knowledge and skills. This position requires U.S. citizenship due to government contract requirements, and you must be a non-smoker to qualify. We are looking for candidates who are not only skilled communicators but also possess a genuine desire to help others. Your ability to maintain warmth and patience during challenging discussions will be key to your success. If you are passionate about making a positive impact in the lives of others and are committed to continuous learning, this role may be the perfect fit for you.

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.

Benefits

• Humana-observed holidays off (paid)
• Bi-weekly payment for internet expense for associates in specific states
• Telephone equipment provided by Humana for remote work.