Service Promise
The first part of our Green Glove Service Promise
Ease
In the Service Promise Quality means
execute our work with excellence and hold ourselves to high standards.
The first behavior under Value is
we guide our members to their clear choice and drive our work toward our goal.
What is the Humana Handshake
our brand
who we are
The Service Promise is based on the tenants of
Ease
Quality
Value
The second Ease behavior is
We Know Them
What are the Quality behaviors
Lean in, and we build confidence through clarity
We don't Guess We Ask
The final Green Glove behavior is
Care That Lasts- thinking beyond the immediate task or sales
What does our language signal to calls
We are Consistent, Connected, and Confident
Humana's differentiation strategy due to the evolving market is
Green Glove
The Humana Handshake consist of
Setting the tone, building rapport, and Modeling green glove are part of the
What behaviors Build confidence through clarity
detecting confusion and handling it appropriately, and Setting expectations
Value isn't just about plan benefits or price it means
lasting impact
moving toward results that matter
It’s about connecting today’s actions to outcomes that lift up our members
What is the first line of Humana Handshake greeting
“Good, you’re speaking with _____ and I’m a licensed sales agent. I’m grateful you chose, how can I care for you today?”
Humana's 2025 strategy is
To Deliver, Differentiate, Grow
This shows the caller that you’re listening
Remember and Respond
What are the (We Don’t Guess. We Ask) behaviors
Acting with integrity, Not cutting corners, Being thorough, thinking it through,
What are some Clear Choice Expectations for agents
Guiding someone to a decision and making that choice feel right
Making sure they need to walk away with complete understanding and confidence
What is the Humana Handshake closing
“I’m grateful we spent time together. I know healthcare can be complex and I’m here to make it simple and easy for you.”
“Do you feel confident that I have addressed all of your needs today?”
What are Humana 3 values
Being Caring, Curious, Committed
One that’s the most challenging to master
Talking Like a Neighbor
Why is Quality is essential to our Service Promise
It delivers experiences that are complete, clear, and confidence-building for our members.
What are some Care That Lasts expectations for agent
More than a salesperson
Living up to our Green Glove Service Promise
Let your members know you’re there for them connecting your members to integrated health opportunities
We are customer-obsessed
In the FIRST FIVE (5) MINUTES what are the required actions?
Ask their name preference and use it throughout the conversation.
Find moments of connection such as the weather, personal interests, where they live, etc.
If they are a member, celebrate their tenure.
If they are a Veteran or family member of a Veteran, thank them for the service