Nicotine Cessation Specialist

$44,200 - $60,900/Yr

Humana - Springfield, IL

Full-time - Entry Level

Remote - Springfield, IL

Insurance Carriers and Related Activities

About the position

The Nicotine Cessation Specialist (NCS) at Humana plays a crucial role in supporting individuals seeking to quit tobacco or nicotine products. This position involves answering incoming and outgoing calls on the Quit line, where the NCS engages in meaningful conversations with callers, providing them with the necessary support and resources to aid in their cessation journey. The NCS is responsible for documenting each call, responding to voicemail messages, and delivering educational information tailored to the needs of the callers. Flexibility in scheduling is essential, as the NCS must adapt to the volume of incoming calls, with the Quit line operating from 8:00 AM to 6:00 PM Eastern Time, Monday through Friday. Candidates for this role should possess a kind and empathetic demeanor, with a strong drive to help others. The ideal NCS will have exceptional communication skills and a passion for assisting individuals struggling with nicotine addiction. The role requires the ability to maintain warmth and patience during challenging discussions, as well as a commitment to providing positive reinforcement in a call environment. The NCS will also be involved in updating cessation information and coordinating Humana Military health and well-being programs, ensuring that beneficiaries receive the most current resources available. The position requires participation in ongoing educational training to stay informed about the latest tobacco and vaping cessation strategies. The NCS must be a non-smoker and have a background in health and wellness coaching or customer service, with a focus on helping individuals achieve their health goals. This role is vital in making a positive impact on the lives of those seeking to quit nicotine, and it offers the opportunity to be part of a supportive and growing team dedicated to wellness.

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

• Medical, dental and vision benefits
• 401(k) retirement savings plan
• Paid time off, including company and personal holidays
• Volunteer time off
• Paid parental and caregiver leave
• Short-term and long-term disability
• Life insurance
• Many other opportunities