Consumer Service Operations Representative

Profile

Description

The Consumer Service Operations Representative 2 is responsible for the daily activities across multiple service functions area. The Consumer Service Operations Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Responsibilities

Where you Come In

The Consumer Service Operations Representative 2 is responsible for handling a large volume of incoming calls from sales agent (internal and external) licensed to sell CarePlus and Humana in the State of Florida.

The Consumer Service Operations Representative 2 is responsible for providing first-call resolution and an exceptional customer service experience in a fast-paced call center environment. The responsibilities include but are not limited to:

Enrollment and eligibility verification

Pre-screen and initiating expedited referrals in the application for Federal and State assistance programs.

Provide plan and benefits information to caller, view appointment and sales agent certification inquiries.

Expected to follow all regulatory and compliance guidelines implemented by state and federal government or the plan.

This is an inbound call center type environment position, using a headset, handling a large volume of continuous incoming calls with scheduled breaks and lunch

What Humana Offers

We are fortunate to offer a remote opportunity for this job. Our Fortune 100 Company values associate engagement & your well-being. We also provide excellent professional development & continued education.

Additional Information - How we Value You

Benefits starting day 1 of employment

Competitive 401k match

Generous Paid Time Off accrual

Tuition Reimbursement

Parent Leave

Go365 perks for well-being

Required Qualifications - What it takes to Succeed

3 years of customer service experience, including typing/data entry.

Intermediate or better working experience in MS Office, preferrably Word, Excel, Outlook, and, Teams

Excellent verbal, listening and written communication skills

Aptitude for quickly learning and navigating new technology, systems and applications

Fully Bilingual English/Spanish - Must be able to speak, read and write in both languages without limitations or assistance. If selected for the position, you will be required to take a Language Proficiency Assessment in English/Spanish.

Additional Requirements/Adherence:

Workstyle: Remote work at Home with combination onsite at CarePlus Health Plan market offices as needed in Orlando, Tampa, and South Florida.

Location:

Hours:

9:00 am to 6:00 pm eastern time, Monday through Friday.

During open enrollment, we extend our hours from 9:00 am to 7:00 pm, Monday through Friday and 9:00 am to 5:00 pm on Saturdays.

Extended hours will be covered on a rotating basis.

Travel: As needed to CarePlus Market Offices

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.

Preferred Qualifications

High School Diploma, GED or job related certification

Associate's or Bachelor's Degree

Previous healthcare experience

Previous inbound and/or outbound call center experience

Work-At-Home Requirements

WAH 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

Language Proficiency Assessment Requirement

Please be advised, 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. Candidates must be tested in ALL languages listed on the description.

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Company info

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