Inbound Contact Representative 2 - WAH

Profile

Description

An Inbound Contacts Representative 2 represents Humana by addressing incoming telephone, digital, chat, text, or written inquiries from Humana Medicaid members. These front-line member advocates strive to provide the member a resolution 'or' pathway to a resolution on each call, while still upholding our Perfect Experience Principles. These simple principles are foundational in everything we do; these apply not only to the people we serve, but to our internal teammates, as well.

Know Me

Show Me You Care

Make It Easy

Help Me

Inbound Contact Representatives also perform varied activities and moderately complex administrative, operational, and customer support assignments; inputting detailed data in various systems while typically working on semi-routine assignments and phone calls.

Responsibilities

The Inbound Contact Representative addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.

Handle 40-50 inbound calls daily from members in a fast-paced inbound call center environment, and at times, back-to-back phone calls.

Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.

Escalates unresolved and pending member grievances and appeals. Decisions are typically focused on detailed processes and area/department policies 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.

Participates in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.

BENEFITS INCLUDE 401K Plan - PAID TIME OFF - TUITION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAM

What you need for success! - Required Qualifications

Minimum 2 years of customer service experience

Minimum 1 year of contact/call center experience

After the first 7 weeks of training, you must be available to work ANY SHIFT ASSIGNED between the hours of 6:45 am - 8:00 pm EST (M-F); and at times, some weekends and overtime required based on company needs

Training is work at home (WAH) 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 or within your first 60 days.

Demonstrated experience with providing exceptional 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

Accurate and complete documentation of member needs, inquiries, or questions during calls within multiple systems

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 25/10 (25mbs download x 10mbs upload) is required.

Ongoing, uninterrupted connectivity to Humana systems/Internet

A dedicated, private space lacking ongoing noise or interruptions to protect member PHI / HIPAA information, to mimic an in-office experience.

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

Residency within the Central or Eastern Time Zones, in the continental United States

Bilingual in both English and Spanish. (Potential increase in hourly rate for bilingual skills - see Additional Info 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