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Job Details

Inbound Contacts Rep Remote Nationwide

Location
Lancaster, SC, United States

Posted on
Nov 02, 2022

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Job Information
Humana
Inbound Contacts Rep Remote Nationwide
in
Lancaster
South Carolina
Description
Humana's LI NET (Limited Income Newly Eligible Transition) is a Medicare program that provides immediate prescription coverage for Medicare beneficiaries who qualify for Medicaid or Extra Help and have no prescription drug coverage.
The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
Responsibilities
The Inbound Contacts Representative 2 addresses LI NET customer needs, which may include complex benefit questions, resolving issues, and educating members.
Handling members in between plans until Medicare can find an affordable plan for them in Part D.
Records details of inquiries, comments or complaints, transactions or interactions, and takes appropriate action.
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.
Excellent interpersonal skills with ability to sensitively and compassionately interact with our members.
Required Work Schedule
Virtual Training will start day one of employment and runs for the first 3 to 4 weeks with a schedule of 8:00 am - 4:30 pm EST, Monday - Friday. Attendance is vital for success, so
no time off is allowed during training
Following training, must be available to work an 8-hour shift between the hours of 10:30 am - 7:00 pm EST, Monday - Friday. Some overtime may be required, based on business needs.
Required Qualifications
High School Diploma or equivalent.
Minimum 1 - 2 years of customer service experience
Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
Prior experience managing multiple or competing priorities, including use of multiple computer applications simultaneously.
Fluency in a professional environment with computer navigation, email, chats, typing skills, and toggling across multiple databases while engaging with callers.
Must have excellent interpersonal skills and the ability to organize simultaneous tasks; must meet monthly call and performance metrics.
Preferred Qualifications
Associate's or Bachelor's Degree
Knowledge of customer service principles and practices gained through formal training, experience or both.
Prior inbound call center or related customer service experience
Prior healthcare experience
Proficiency with Microsoft Office applications, particularly Outlook and MS Teams
Additional Information
Come grow with Humana! This is a great opportunity to learn the industry and build a professional career! Benefits package starts
DAY ONE
of employment and includes:
Robust 401(k) plan through Charles Schwab
Medical, Dental, Vision and other insurance plans
Flexible Spending Accounts
Generous paid time off and paid holidays
Eligibility for associate wellness and rewards programs
Tuition reimbursement and student loan financing
. . . and much more!
*PLEASE NOTE
As part of our CMS government regulations, our Inbound Contacts Representative must have established credit history according to Experian records. As an associate, you will need to access our Medicare eligibility check software systems. This type of inquiry doesn't affect your credit score.  For additional questions, please refer to the CMS government website: ****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). 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.
A dedicated space conducive to learning and keeping protected health information (PHI / HIPAA) of our members confidential. Your designated work location must be located away from other household distractions, including but not limited to ensuring that alternate caregiving arrangements are made for dependents or other members in the household.
Covid-19 Vaccine 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. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.
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 pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected for a first round interview, you will 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 in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
#LI-REMOTE
Scheduled Weekly Hours
40
Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our ****

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