Call Center Representative Medicaid Start Date: 06/06/22

Profile

Description

The Inbound Contacts Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Medicare members. These Inbound Contact Representative 2 strives to provide the member a resolution or path way to resolution on each call while providing a perfect call experience.

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 30-40 inbound calls daily from members in a fast-paced inbound call center environment

Records 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.

The start date for this position will be June 6, 2022.

Responsibilities

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

Must be available to work any shift between the hours of 7:45 am - 8:00 pm EST (M-F) as well as weekends and overtime as needed by the business.

Training is work at home or virtual. Training will start day one of employment and run the first 10 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 50 days following.

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

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 25x10 (25mbs download x 10mbs 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

3 years of customer service experience

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

Prior inbound call center or related customer service experience

Prior Healthcare experience

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.

Required Qualifications

3 years of Customer Service experience

Strong customer service orientation

Strong attention to detail

Strong typing and computer navigation skills

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

Preferred Qualifications

Previous inbound call center or related customer service experience

Healthcare experience

Fluency in Spanish

Additional Information

As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you about your relevant skills and experience when best for your schedule. Suppose your applications selected for a first-round interview. In that case, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure you are not missing any communications) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. The recruiter will view the recorded answers and inform you if your application meets the criteria required for an interview.

Scheduled Weekly Hours

40

Company info

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