Overland Park, KS, United States
Call Center, Customer Service, Work At Home, Bilingual
Sep 09, 2021
Humana is continuing to grow especially within Medicaid! We have several new Inbound Contact Representative openings that will have the pleasure of taking inbound calls from our Florida Medicaid Members and provide excellent service and support. These roles will be 100% work at home for those that reside within the Central or Eastern Time zone, yet will be required to work an EST shift between 7:45am-8pm.
These are amazing opportunities to join a Fortune 100 company that continuous to expand and grow within the Healthcare industry!!
The Inbound Contacts Representative 2 represents Humana by creating Perfect Experiences for incoming telephone or digital inquiries from Florida Medicaid Members. These Inbound Contact Representative 2 strives to provide the members a resolution or pathway to resolution on each call while providing a perfect call experience. These positions are full-time (40 hours/week) Monday - Friday working an 8-hour shift anytime between the hours of 7:45am and 8:00 pm, EST, based on business requirements. It may be necessary, given the need, to work occasional overtime and weekends.
What we need your help with:
The Inbound Contact Representative 2 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 PROGRAM
What you need for success! - Required Qualifications
Bilingual in English and Spanish. (Review Additional Information)
Minimum 2 years of customer service experience
Must be available to work any shift between the hours of 7:45 am - 8:00 pm EST (M-F); some weekends and overtime required based on company needs
Training is work at home 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, then could change to a mid or closing shift based on business requirements . No exceptions!
Attendance to all Training Classes is vital for success, so no time off is allowed during training and within your first 120 days.
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
Must currently have residency within the Central or Eastern Time Zones, in the continental United States
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). 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 Qualifications
Associate's or Bachelor's Degree
Prior inbound call center or related customer service experience
Prior Healthcare experience
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
Website : http://www.humana.com