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DescriptionThe Inbound Contacts Representative represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.ResponsibilitiesThe Inbound Contacts Representative 2 represents Humana by addressing incoming telephone, digital, or written inquiries from Humana 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 addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.Handle 40-50 inbound calls daily from members in a fast-paced inbound call center environment, and at times, back-to-back phone calls.
Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.
Escalates unresolved and pending member grievances and appeals. Decisions are typically focused on detailed processes and area/department policies 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.
Participates in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.
COME GROW WITH HUMANA! BENEFITS DAY ONE - STELLAR 401K MATCH - PAID TIME OFF - TUITION ASSISTANCE PROGRAMS - STELLAR WELLNESS/REWARDS PROGRAMWhat you need for success! - Required QualificationsMinimum 2 years of customer service experience
Bilingual in English and Spanish. (Potential increase in hourly rate - see Additional Info below)
After the first 120 Days, must be available to work ANY SHIFT ASSIGNED between the hours of 7:45 am - 8:00 pm EST (M-F); and at times, some weekends and overtime required based on company needs
Training is work at home (WAH) or virtual. Training will start day one of employment and runs the first 7 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 within your first 120 days.
Demonstrated experience with providing exceptional customer service and attention to details while listening on calls
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 RequirementsMust 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 25/10 (25mbs download x 10mbs upload) is required.
A dedicated, private space lacking ongoing noise or interruptions to protect member PHI / HIPAA information, to mimic an in-office experience.
What you need to be STAND OUT among the crowd! : Preferred QualificationsAssociate's or Bachelor's Degree
Prior inbound call center or related customer service experience
Prior Healthcare experience
Residency within the Central or Eastern Time Zones, in the continental United States highly preferred
Additional InformationAny 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.
Scheduled Weekly Hours40
