Inbound Call Center Representative

Profile

Description

We are hiring multiple call center representatives to train in a work at home environment. These call center representatives will take inbound calls to support our members and we are looking for experienced individuals to help grow our team!

The Inbound Contacts Representative 1 addresses customer needs, which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.

Responsibilities

Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

Required Qualifications

2 years of combined member facing and telephonic customer service experience within retail, front/back office, call center.

Strong attention to detail

Minimum Intermediate/Advanced typing and computer navigation skills using multiple systems, platforms) and an ability to troubleshoot and resolve general technical difficulties

Working knowledge using a variety of Microsoft Office Suite such as Word, Excel, Outlook, Teams.

Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

Effective verbal and listening communication skills

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Additional Requirements/Adherence:

Workstyle: Remote work at home

Location (s): Must reside in Central or Eastern Time Zone

Hours:

Must be available to work any shift between the following schedule Monday through Friday:

Central Time: 7:00 AM - 8:00 PM

Eastern Time: 8:00 AM - 9:00 PM

Overtime is very limited, but may be available on ocassion

This department does not work on weekends

Remote Work at Home Requirements:

Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.

A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.

Satellite and Wireless Internet service is NOT allowed for this role.

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

Preferred Qualifications

Associate's or Bachelor's Degree

Previous inbound call center or related customer service experience

Healthcare experience

Fluency in Spanish; ability to read, write, and speak without limitations or assistance

Additional Information:

Assessments:

Customer Care Assessment Virtual Try Job Out - Humana uses an assessment tool to not only learn more about the role, but also ensure the role is a match with your skillset.

An assessment request will be received from the following email address: vjtadmin@mg.jobtryout.net

This assessment MUST be completed prior to moving forward with your application.

To complete the Virtual Job Experience the candidate will need a smart phone, computer or tablet with internet access, and speakers/headphones. Most people complete the Virtual Job Experience in approximately 30 minutes.

Bilingual Language Assessment:

Any associate who speaks with a member in an 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 ILR test as provided by the Federal Government.

Interview Format

As part of our hiring process for this opportunity, we will be using an exciting screening and interviewing technology called Modern Hire to enhance our hiring and decision-making ability. We use this technology to gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

You will be able to respond to the recruiters preferred response method via text, video or voice technologies If you are selected for a screen, you may receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate. You should anticipate this screen to take about 15 to 30 minutes. Your recorded screen will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Humana Covid Policy:

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

Scheduled Weekly Hours

40

Company info

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