Inbound Contact Representative 3

Profile

Description

The Inbound Contacts Representative 3 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 3 performs advanced administrative/operational/customer support duties that require independent initiative and judgment. May apply intermediate mathematical skills.

Responsibilities

The Inbound Contacts Representative 3 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. Escalates unresolved and pending customer grievances. Decisions are typically focus on methods, tactics and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge.

Required Qualifications


High School Diploma or GED
2 years Inbound/Outbound telephonic quality member advocacy experience within healthcare
Minimum 1 year experience working as a subject matter expert, SME, or experience working leading special projects
Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
Adaptable with the ability to thrive in a fast paced environment
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


Additional Requirements

Must be able to pass the following pre-hire assessments, (Please review in the below additional information):


Virtual Job Experience Assessment
A writing assignment may be requested during interview
A language assessment may be performed for English and or bilingual Spanish during screen and/or interview.


Anticipated Start Date/Training Date Depending on Interview Schedule : 26 April, 24 May **Classes are filled as business needs

Hours - Adherence to the following schedule:


Regular Hours and Training Hours: Any 8-hour shift between the hours of 8:00 AM to 8:00 PM Eastern time Monday through Friday
Flexibility to work weekends, holidays and/or mandatory overtime based on business needs
Ability to work any scheduled day and time during open enrollment, which is between 1 October and 31 March with mandatory overtime as needed.
Schedule changes occur on average 2 times a year to respond to business need and are generally provided 2 weeks in advance. If there is an immediate business need to adjust schedules, employees are expected to make the accommodation as soon as the business requires it but no later than 48 hours.


Location: Remote/Work at Home * Please review Work at Home Guidelines below*


Primary Locations: United States: Pacific, Mountain and Central Time zones


Language Fluency Requirement


English fluency


OR


Bilingual English and Spanish fluency

The interagency Language Rating, (ILR), test may be requested as required by the Federal Government under the Federal Care Act, to ensure competency.


Preferred Qualifications


Associates or Bachelor's Degree
Experience with de-escalation of difficult calls
Strong documentation and categorization of call type
Experience working with geriatric population
5 years experience of customer service experience such as in a Physician Medical Office, Clinical Unit/Office Coordination role, or any experience working with irate member population requiring high degree of organization, structure and focus.
Prefer candidates with 2 years or more retention employment retention.
Experience and/or background with case management processes
Member Advocacy Experience
Healthcare/Medical Insurance experience
Government Compliance experience
Additional Information - Please Read Full Details Below


Interview and Remote Work at Home Requirements : - In order to support the CDC recommendations on social distancing and reduce health risks for associates, members and public health, Humana is deploying virtual and video technologies for all hiring/new hire activities. This position provides an opportunity to work at home.

For Interview Purposes:


Access to a personal computing device with a camera, a minimum internet connection speed of 10m x 1m,
Dedicated secure home workspace for interview or work purposes.


Upon Hire:


Must have accessibility to hardwired high speed internet with minimum speeds of 10Mx1M for a home office (Wireless and Satellite are prohibited)
Must have a separate room with a locked door that can be used as a home office to ensure you and your members have absolute and continuous privacy during work hours.
The following equipment will be provided: laptop, Two Monitors, mouse, keyboard, Avaya phone system that connects to laptop, and modem cable to hard wire connect laptop
Humana does not cover reimburse costs to set up a home office, or monthly internet service


Additional Information:

Customer Care Assessment / Virtual Job Experience: After submitting your application, if you are selected to move forward you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself.


Most people complete the VJE in approximately 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones.
Candidates will not be reviewed for consideration if the VJE, is incomplete.
The email will come from **** please add to your contacts or safe senders list to avoid this going to your spam folder.


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.


Continuous New Hire Testing/Assessments: The CarePlus team provides a thorough training program consisting of at least 12 weeks. Ability to pass required new hire assessments that are required to remain in the position, which includes:


Participate in multiple exams that will require a passing score throughout the training and employment


Time Off Requests:


Humana is regulated by the Center for Medicare and Medicaid Services and maintain a high level of commitment to our members. For this reason, time off and scheduling are heavily based on business need so we can provide the best service to our membership.
The training and onboarding for this position is critical for your development as an associate. Time off and scheduled obligations during the first 180 days will be evaluated as part of the selection process.


Transfer Timeline within Humana:


Must serve a minimum of 2 years within this department before transferring to another department.


Scheduled Weekly Hours

40

Colorado Pay Range

The compensation range represents a good-faith estimate of annualized starting pay at the time of posting based on a full-time 40-hour workweek and may vary based on geographic location and/or employment type. Individual pay decisions will vary based on demonstrated job-related skills such as education, experience, certifications, etc.

33,600-46,275

Pay Type

Hourly

Incentive

For positions eligible for an incentive, the bonus or commission plan name will display below. Incentive opportunity is based upon company and/or individual performance.

Associate Incentive Plan (AIP)

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, 'Humana') offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

Company info

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