Exceptional customer service starts with exceptional staff, which is why Humana call center representatives are trained to support members at every stage of the customer journey. Team members act as a “one-stop shop,” trained to handle prospective customers, onboard new clients and manage ongoing client relationships.
“Our staff understands what it’s like when a client first comes on board, and they know how to continue to support them,” says Jenny Smith, Senior Account Executive, Group Medicare.
Call center staff manage clients from end to end—this means there’s rarely a need to transfer or transition a customer to another Humana team member. “If they don’t know an answer, they’re encouraged to reach a resolution by making outbound calls,” says Smith.
She adds that Humana staff also provides “proactive guidance,” anticipating questions before a customer has even thought to ask them. “That prevents the customer from having to call back again,” says Smith, who has worked with Humana’s Group Medicare team for 16 years.
Humana received a high Net Promoter Score® (NPS),* a metric measuring customer loyalty, in a 2024 survey. The insurer’s score was 73, which shows employers are likely to recommend Humana to others. In comparison, the average score across health plans in the industry is 24, according to a company that conducts surveys on customer experience.1
This survey also found that an overwhelming majority of employers said they would recommend Humana because of the service. “This figure reflects both member and plan satisfaction,” says Smith. “If our clients are happy, it’s because their members are happy.”
