Part 2: Get to know Valentina Cervantes

Welcome back to our journey of insight and partnership as we continue our introductions to one of the many driving forces behind our success in the Medicare Supplement arena: the Medicare Supplement Channel Director team.?In this series, we are delving into the collaborative efforts between these individuals and our broader Humana MarketPoint team, focusing on their personal journeys and how they support and educate our valued brokers and Field Marketing Organizations (FMOs) on Humana Medicare Supplement insurance plans and services.?

In this second of our three-part series, I am introducing you to Valentina Cervantes. Valentina takes great satisfaction in assisting agents and members in improving their circumstances, whether that involves expanding an agent’s book of business in the Medicare market or assisting agents in finding the right health insurance for eligible individuals. With nearly a decade of experience in the Medicare market, Valentina has had the privilege of working in various positions within the industry. From recruiting and training agents to managing sales team, she has had the opportunity to learn about all the different Medicare products. This experience allows her to understand and appreciate the different perspectives within the Medicare market and the ability to find diverse growing opportunities.

Here’s a little Q&A with Valentina to help you get to know her better.

In your opinion, what sets Humana's Medicare Supplement plans apart from other carriers in the market?

Valentina: What sets us apart the most from other Medicare Supplement carriers is, first and foremost, our team. Our highly skilled and dedicated team focuses on enhancing both our agents’ and members’ experience. Other factors that distinguish us from our competitors include our competitive rates, a history of stable (or manageable) rate increases, our attractive broker incentives in many states, and our household discounts on many plans. Additionally, Humana is known for being easy to do business with, especially with our expansion to the eHub enrollment tool coupled with our automated underwriting and security code text signature. All these factors help set us apart from other carriers.

You are so right.? When working in a commodity market like Medicare Supplement, pricing and product get you into the game but we all know that the continuous improvement on making it easier for brokers to do business with a carrier and building those strong relationships has really been our focus with Humana over the past year.? Tell me, from your viewpoint, what are the key factors that contribute to a successful partnership between Humana and its broker network in the Medicare Supplement segment?

Valentina: I believe the important key factors that contribute to a successful partnership between Humana and its broker network are collaboration, support for industry events, continued education, and growth opportunities. It’s essential for Humana and the broker network to maintain an open dialogue to share important information regarding market changes, and to have an open space where brokers can share their input so we can address their needs effectively. It’s also important for Humana to be present at local and national events, to support our brokers and to have the opportunity to talk about our Humana Medicare Supplement story. Lastly, collaborating on growth opportunities allows for business growth for both Humana and brokers.

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I have been in this business almost 15 years now and you just cannot put a price on the importance of building relationships in this market.? I sometimes think the best part of my role is to be there when a partner might need me most.? This allows them to show up as a hero to their client thus fostering a win-win-win for all.? Now, we all know price is an important consideration when brokers share Medicare Supplement plans and carriers with potential clients; besides price, what else should brokers look for in a Medicare Supplement partner?

Valentina: There are a few important factors to consider outside of price when choosing a Medicare Supplement plan and carrier. The financial stability of a carrier is a key consideration as it indicates how effectively they have managed their book of business. This is important for clients as it can provide insight into the future of their plan within that carrier. The history of rate adjustments is another important factor for clients to look at, it demonstrates the effective management of a book of business allowing clients to see a clearer picture of what to expect in terms of future potential rate increases. Another great factor to consider is extra services offered to members. Many issuers offer discounts on items and services such as a gym membership, dental and vision services, and discounts on non-covered prescriptions.

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It goes beyond just the price to also reputation in the market.? If a broker knows they have a strong partner and a safety net to help when they need assistance, that goes a long way.? Additionally, as you mentioned before, having the Humana brand is a powerful symbol of stability and inherent deep experience in Medicare.? Speaking of partnering with brokers, how does Humana support brokers and agents in navigating challenges or complexities in the Medicare Supplement market?

Valentina: Humana provides comprehensive support to brokers and agents through a variety of resources and tools. We offer top-notch training, both nationally and locally, to help brokers navigate the complexities of the Medicare Supplement market and understand our product.? Our agent field guides, and underwriting guides are valuable resources for answering questions that effectively help brokers sell our Humana Medicare Supplement product, and we also have an agent playbook that offers insights on how to continue to grow a book of business with Humana. Additionally, our dedicated team is highly engaged in the market, meeting and speaking with many brokers and agents to assist in any way possible.? We show up in partnership with our MarketPoint team which provides an even larger umbrella of support above and beyond other carriers.? Lastly, Humana also offers a robust online and phone support system for agents, ensuring that any issues or questions are promptly addressed and resolved.?

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I could not have said it any better, so I just have to ask you one last question. Our audience sees you regularly at the conferences and broker events but tell us, when you’re not thinking about Medicare Supplement and working at Humana, what do you enjoy doing outside of work and are there any last parting words you might like to share with the audience?

?Valentina: When I’m not focused on Medicare Supplement, I enjoy quality time with my family and friends. My children and I lead an active lifestyle, often venturing outdoors for hikes or bike rides.? We have a passion for exploration and travel frequently to places off the beaten path. As for last parting words, it is crucial to recognize that the Medicare market is ever evolving, and you must change with it to continue to stay relevant!

I would like to extend my sincere gratitude to Valentina for sharing her valuable insights on the Medicare Supplement product landscape and the significance of building strong relationships and standing out in a competitive industry.? Your expertise and dedication to educating and supporting MarketPoint and the broker community are truly commendable.? Moreover, I appreciate the time you took to introduce yourself and your family, fostering a sense of connection and camaraderie within our professional network.? If there is one thing I took away from this interview for anyone not yet selling Humana Medicare Supplement, it would be the request to be more like Valentina – “take the road less traveled, try it and explore it.”? Thank you, Valentina, for your contributions and commitment to excellence in healthcare.?

If you enjoyed the interview, please subscribe to Fred Talk and share with a friend.? In the next couple of weeks, I will introduce the last of our Channel Director team members and allow them to share additional insights and knowledge with you.

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