Inbound Call Center Representative - Work at Home Eastern Time Zone

Profile

Description

Humana is continuing to grow especially within Medicaid! We have several new Inbound Contact Representative openings that will have the pleasure of taking inbound calls from our Florida Medicaid Members and provide excellent service and support. These roles will be 100% work at home for those that reside within the Eastern Time zone. These are amazing opportunities to join a Fortune 100 company that continuous to expand and grow within the Healthcare industry!!

The Inbound Contacts Representative 2 represents Humana by addressing incoming telephone or digital inquiries from Florida Medicaid Members. These Inbound Contact Representative 2 strives to provide the members a resolution or pathway to resolution on each call while providing a perfect call experience. These positions are full-time (40 hours/week) Monday - Friday working an 8-hour shift anytime between the hours of 7:45am and 8:00 pm. It may be necessary, given the business need, to work occasional overtime and weekends.

Responsibilities

What we need your help with:

The Inbound Contact Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members.

Handle 40-50 inbound calls daily from members in a fast-paced inbound call center environment

Records accurate details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.

Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area/department policy and methods for completing assignments.

Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.

Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUITION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications

Minimum 2 years of customer service experience

Must be available to work any shift between the hours of 7:45 am - 8:00 pm EST (M-F), some weekends and overtime required based on company needs

Training is work at home or virtual. Training will start day one of employment and runs the first 7 weeks with a schedule of 8:00 am - 4:30 pm EST . Attendance is vital for success so no time off is allowed during training and within your first 120 days.

Demonstrated experience with providing strong customer service and attention to details while listening on calls

Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously

Prior experience effectively communicating with customers verbally and listening to their needs

Must currently have residency within the Eastern Time Zone

Work at Home Requirements

Must have the ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required.

A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

What you need to be STAND OUT among the crowd! : Preferred Qualifications

Associate's or Bachelor's Degree

Prior inbound call center or related customer service experience

Prior Healthcare experience

Bilingual in English and Spanish is a big plus. (Potential increase in hourly rate - see below)

Additional Information

Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com