Inbound Contacts Representative, Group Medicaid
Description Job Description Summary Healthcare isnt just about health anymore.
Its about caring for family, friends, finances, and personal life goals.
Its about living life fully.
At Humana, we want to help people everywhere, including our associates, lead their best lives.
We support our associates to be happier, healthier, and more productive in their professional and personal lives.
We encourage our people to build relationships that inspire, support, and challenge them.
We promote lifelong well-being by giving our associates fresh perspective, new insights, and exciting opportunities to grow their careers.
At Humana, were seeking innovative people who want to make positive changes in their lives, the lives of our members, and the healthcare industry as a whole.
Benefits Effective Day One! Competitive pay / salary ranges Generous PTO package, including Volunteer Time Off day Associate Incentive Program 401(k) Match - Immediate company match on your pretax 401(k) or Roth 401(k) contributions.
Well-being programs Tuition Reimbursement Responsibilities 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.
Potential for outbound call campaigns.
The Inbound Contacts Representative 2 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 accordingly.
Escalates unresolved and pending customer grievances.
Decisions are typically focus 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.
Required
Qualifications:
MUST BE A CURRENT RESIDENT OF LOUISIANA, NORTH CAROLINA, OR OKLAHOMA.
Minimum 2 years of customer service experience.
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.
Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.
Required Work Schedule:
This role starts on November 6, 2023.
Virtual Training will start day one of employment and runs the first 12 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 or within your first 120 days, with the exception of observed (and paid) company holidays.
Following training, must be available to work any 8-hour shift between the hours 8:
00 am - 8:
00 pm EST, Monday Friday (subject to change based on business needs).
The initial 120 days of employment as an Inbound Contact Representative 2 constitute an appraisal period.
? This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role.
You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside the Indiana Medicaid Contact Center Team.
Preferred Qualifications What you need to STAND OUT among the crowd:
Associate's or Bachelor's Degree Prior inbound call center or related customer service experience Prior healthcare experience Proficiency with Microsoft Office applications, particularly Outlook and MS Teams Work at Home Guidance To ensure Home or Hybrid Home/Office associates ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
PLEASE BE SURE TO INCLUDE YOUR RESUME WITH YOUR APPLICATION! As part of our hiring process for this opportunity, we will be using an 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 isnt 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 the next round of interviews.
ALERT:
Humana values personal identity protection.
Please be aware that applicants selected for leader review may be asked to provide a Social Security Number, if it is not already on file.
When required, an email will be sent from email protected with instructions to add the information into the application at Humanas secure website.
This is a remote position #LI-REMOTE Scheduled Weekly Hours 40 Recommended Skills Administration Attention To Detail Business Requirements Call Centers Communication Customer Demand Planning Estimated Salary: $20 to $28 per hour based on qualifications.
Its about caring for family, friends, finances, and personal life goals.
Its about living life fully.
At Humana, we want to help people everywhere, including our associates, lead their best lives.
We support our associates to be happier, healthier, and more productive in their professional and personal lives.
We encourage our people to build relationships that inspire, support, and challenge them.
We promote lifelong well-being by giving our associates fresh perspective, new insights, and exciting opportunities to grow their careers.
At Humana, were seeking innovative people who want to make positive changes in their lives, the lives of our members, and the healthcare industry as a whole.
Benefits Effective Day One! Competitive pay / salary ranges Generous PTO package, including Volunteer Time Off day Associate Incentive Program 401(k) Match - Immediate company match on your pretax 401(k) or Roth 401(k) contributions.
Well-being programs Tuition Reimbursement Responsibilities 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.
Potential for outbound call campaigns.
The Inbound Contacts Representative 2 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 accordingly.
Escalates unresolved and pending customer grievances.
Decisions are typically focus 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.
Required
Qualifications:
MUST BE A CURRENT RESIDENT OF LOUISIANA, NORTH CAROLINA, OR OKLAHOMA.
Minimum 2 years of customer service experience.
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.
Must be able to accurately and completely document member needs, inquiries, or questions during calls within multiple systems.
Required Work Schedule:
This role starts on November 6, 2023.
Virtual Training will start day one of employment and runs the first 12 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 or within your first 120 days, with the exception of observed (and paid) company holidays.
Following training, must be available to work any 8-hour shift between the hours 8:
00 am - 8:
00 pm EST, Monday Friday (subject to change based on business needs).
The initial 120 days of employment as an Inbound Contact Representative 2 constitute an appraisal period.
? This Appraisal Period is essential to your learning and development, which is why we ask for perfect attendance during both the classroom training and nesting periods.
This position requires learning many systems, policies, and tools, and it takes time to become proficient in the role.
You must be willing to remain in this position for a period of twelve (12) months before applying to other Humana opportunities outside the Indiana Medicaid Contact Center Team.
Preferred Qualifications What you need to STAND OUT among the crowd:
Associate's or Bachelor's Degree Prior inbound call center or related customer service experience Prior healthcare experience Proficiency with Microsoft Office applications, particularly Outlook and MS Teams Work at Home Guidance To ensure Home or Hybrid Home/Office associates ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
PLEASE BE SURE TO INCLUDE YOUR RESUME WITH YOUR APPLICATION! As part of our hiring process for this opportunity, we will be using an 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 isnt 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 the next round of interviews.
ALERT:
Humana values personal identity protection.
Please be aware that applicants selected for leader review may be asked to provide a Social Security Number, if it is not already on file.
When required, an email will be sent from email protected with instructions to add the information into the application at Humanas secure website.
This is a remote position #LI-REMOTE Scheduled Weekly Hours 40 Recommended Skills Administration Attention To Detail Business Requirements Call Centers Communication Customer Demand Planning Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
