Nicotine Cessation Specialist

$44,200 - $60,900/Yr

Humana - Boise, ID

Full-time - Entry Level

Remote - Boise, ID

Insurance Carriers and Related Activities

About the position

The Nicotine Cessation Specialist (NCS) 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, providing assistance and guidance to callers. The NCS is expected to engage in meaningful telephone discussions, helping callers navigate their journey towards cessation. Each interaction must be documented meticulously, and the NCS will also respond to messages left on voicemail, ensuring that all inquiries are addressed promptly. Educational information will be provided as needed, and the NCS must be flexible with their schedule, as call volume may vary throughout the day. The Quit line operates from 8:00 AM to 6:00 PM Eastern Time, Monday through Friday. Candidates for this position should possess a kind and empathetic demeanor, with a strong drive to help others. Exceptional communication skills are essential, as the NCS will be engaging with individuals who may be struggling with nicotine addiction. The ability to maintain warmth and patience during challenging discussions is critical. The NCS will be responsible for coaching callers, reviewing screening results, and supporting goal-setting focused on personalized health improvements. Additionally, the NCS will distribute cessation materials, provide referrals to local treatment programs, and stay updated on the latest cessation information. Participation in ongoing educational training is also required to ensure the NCS remains knowledgeable about tobacco and vaping cessation 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.

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