Inbound Contacts Representative Job at Humana
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
Job 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.
OME GROW WITH HUMANA! BENEFITS DAY ONE – STELLAR 401K MATCH – PAID TIME OFF – TUTION ASSISTANCE PROGRAMS – STELLAR WELLNESS/REWARDS PROGRAM
What you need for success! - Required Qualifications
- 3 years of customer service experience
- Must be available to work any shift between the hours of 7:45 am – 9:00 pm EST (M-F) as well as weekends and overtime, especially during our peak season of October-March and 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.
- Demonstrated experience with providing strong 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 Requirements
- 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
- 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
What you need to be STAND OUT among the crowd! - Preferred Qualifications
- Associate's or Bachelor's Degree
- 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.
Scheduled Weekly Hours
40Not Specified
0
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